Tech Lead, Customer Support

Team: Support

Location: US

Commitment: Full-time

Workplace Type: remote

Accountabilities:

• Lead, coach, and develop a team of five support engineers, including performance management, career development, hiring, and ongoing team growth.
• Own daily support operations, including case prioritization, workload allocation, team coverage, escalation paths, quality standards, and customer communications.
• Serve as the technical lead for complex and high-priority customer escalations, investigating issues alongside engineers, developing clear technical assessments, and coordinating resolution with Product and Engineering.
• Build deep expertise across the platform and the SaaS, identity, API, integration, and security environments used by customers.
• Strengthen the team's technical capabilities through case reviews, troubleshooting guidance, documentation, knowledge sharing, and hands-on coaching.
• Represent Support during critical customer situations, providing clear updates, managing expectations, and maintaining ownership through final resolution.
• Identify recurring customer issues and collaborate with Product and Engineering to drive product improvements, better diagnostics, and enhancements to the overall support experience.
• Partner with teams developing agentic AI capabilities to introduce new support workflows, train engineers, and provide feedback based on real customer cases.
• Monitor support quality and operational performance, including resolution times, SLA performance, customer satisfaction, and automation impact.
• Use support data and customer feedback to identify opportunities to improve team efficiency, service quality, and operational processes.
• Balance hands-on technical involvement with people leadership, ensuring the team maintains strong customer focus and technical standards.

Requirements:

• Significant hands-on experience supporting complex B2B SaaS, cybersecurity, identity, infrastructure, or similarly technical products.
• Strong technical troubleshooting capabilities, including investigating ambiguous issues, working across APIs and integrations, interpreting logs and product behavior, and collaborating effectively with Engineering teams.
• Experience leading a small technical team, either through direct people management or as a technical lead with meaningful coaching and operational responsibilities.
• Strong judgment when managing customer escalations, with the ability to balance technical investigation, urgency, prioritization, and clear communication.
• Demonstrated ability to develop engineers, provide constructive feedback, and improve team processes while remaining closely connected to technical work.
• Experience using support metrics to identify operational issues, improve service quality, and increase team efficiency.
• Practical interest in automation and AI-driven support workflows, with an understanding of where human expertise and judgment remain essential.
• Experience with SaaS security, identity management, OAuth, SAML, or enterprise application integrations is preferred.
• Experience supporting security incidents or other time-sensitive customer issues is a plus.
• Previous experience implementing automation, AI, self-service, or similar capabilities within a support organization is advantageous.
• Strong communication, collaboration, ownership, and problem-solving skills.
• Ability to work effectively in a fast-paced environment while maintaining a high standard of customer service and technical quality.

Benefits:

• Base salary range of $165,000–$199,000 USD.
• Eligibility for equity awards.
• 401(k) retirement benefits.
• Comprehensive healthcare coverage, including dental and vision.
• Flexible paid time off and paid holiday time off.
• 12 weeks of new parent or family leave.
• Personal and professional development resources.
• Remote work within the U.S. East/Central region, with the role supporting candidates based in or around New York City, Dallas, or Philadelphia.
• Opportunity to work in a growing cybersecurity environment focused on SaaS, identity, enterprise applications, automation, and agentic AI.
• A leadership role combining technical problem-solving, team development, customer advocacy, and operational improvement.
• Employment requires satisfactory proof of identity and legal authorization to work in the United States.