RemoteLeaf Logo
Log in Sign up

Team Lead, Customer Support

4 weeks ago
Canada
Full-time
Lead
Technical Lead
Software Development
DNS JIRA Kubernetes Linux macOS PagerDuty TCP/IP
Apply Now
Tailscale

Tailscale

Tailscale is a zero config VPN service that simplifies network security and connectivity for teams of any scale, offering easy deployment, minimal latency, and compatibility with existing services.

Diversified Telecommunication Services
51-250
Founded 2019
$115M raised
View All Jobs 32

Description

  • Manage day-to-day support operations for a team of 8-10 Support Engineers.
  • Lead onboarding, technical mentoring, and career coaching for direct reports.
  • Conduct regular 1:1s and performance reviews to support team growth and alignment.
  • Oversee the support queue to maintain SLA and SLO adherence, including response and resolution times.
  • Serve as an internal escalation point for complex technical issues and difficult customer situations.
  • Align team activities and outcomes with the strategic roadmap set by the VP of Customer Engineering.
  • Partner with Support and CX Operations to improve workflows and internal tooling such as Jira, Incident.io, Kapa.ai, and PagerDuty.
  • Perform QA reviews on support tickets to ensure technical accuracy and brand voice.
  • Analyze support data and customer feedback, including CSAT, to identify trends and report them to leadership.

Requirements

  • 4+ years of experience in a technical support role within a SaaS environment.
  • 1+ years of experience in a leadership, management, or formal mentoring capacity.
  • Strong technical background in networking fundamentals, including TCP/IP, DNS, firewalls, and routing.
  • Proficiency with networking and security concepts, with k8s considered a plus.
  • Experience with identity management and SSO integrations such as Okta, Azure AD, and Google.
  • Previous experience supporting customers across operating systems including Linux, macOS, and Windows.
  • Proven ability to manage and optimize support workflows across processes and tooling.
  • Data-driven mindset with the ability to track and act on metrics such as CSAT, TTFR, and TTR.
  • Excellent communication skills for translating technical concepts to customers and internal stakeholders.
  • Ability to thrive in a fast-paced environment while managing multiple competing priorities.

Benefits

  • Competitive total compensation package with base salary, equity, and variable commission for quota-based roles.
  • CAN pay range of $214,400 CAD.
  • Comprehensive group benefits with no waiting period, including health, vision, and dental coverage for employees and family.
  • Remote-first environment with flexibility in how and when you work.
  • $1,500 USD annually for professional development, plus mentorship, coaching, and internal promotion opportunities.
  • Flexible paid time off program and healthy work-life integration.
  • Build-your-own home office setup, including a company-owned laptop, monthly home internet reimbursement, and $1,000 USD for workstation customization.
  • Generous parental leave program available from day one, with parental leave top-ups for up to 26 weeks.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Unity

Principal Engineer, Unity Rewards

Unity 5K-10K Internet Software & Services

Unity is hiring a Principal Mobile App Developer to architect and lead a greenfield B2C mobile rewards app that sits on top of its backend data and ML infrastructure.

United States Full-time Lead Mobile Engineer Technical Lead
$228k-$340k
Android CI/CD Flutter iOS Kotlin Machine Learning React Native Swift WebSockets
8 hours, 5 minutes ago
Pinterest

Principal Engineer, AI Platform

Pinterest 5K-10K Internet Software & Services

Pinterest is hiring a Principal Engineer for its AI Platform team to architect the infrastructure powering Generative AI and Recommender Systems across the company’s product suite.

United States Full-time Lead AI Engineer Technical Lead
$243k-$500k
C++ Generative AI Java Rust
8 hours, 5 minutes ago
Elastic

Principal Software Engineer I - Distributed Systems - Elasticsearch

Elastic 1K-5K Internet Software & Services

Elastic is hiring a Principal Software Engineer I for the Elasticsearch Distributed Systems team to improve how clusters scale, stay resilient, and coordinate data across many machines.

Ireland Full-time Lead Software Engineer Technical Lead
Elasticsearch Java Lucene
8 hours, 20 minutes ago
Elastic

Principal Software Engineer I - Distributed Systems - Elasticsearch

Elastic 1K-5K Internet Software & Services

Elastic is hiring a Principal Software Engineer I on the Elasticsearch Distributed Systems team to improve how the cluster scales, performs, and stays resilient as data is indexed, allocated, replicated, and coordinated across nodes.

Romania Full-time Lead Software Engineer Technical Lead
$4k-$6k
Elasticsearch Java Lucene
8 hours, 50 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers