RemoteLeaf Logo
Log in Sign up

Team Lead, Customer Support

15 hours, 32 minutes 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 45

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

Grafana

Staff Software Engineer - Grafana Cloud k6 | Ireland | Remote

Grafana 1K-5K IT Services

Grafana Labs is hiring a remote Cloud k6 engineering leader in Ireland time zones to scale reliability, operational excellence, and distributed performance-testing systems for its cloud-based testing product.

Ireland Full-time Lead DevOps Engineer Technical Lead
$126k-$152k
AWS Docker Go JavaScript K6 Kubernetes Python
22 minutes ago
Plnar

Lead Senior Full Stack Software Engineer

Plnar 11-50 Professional Services

PLNAR is hiring a Senior Lead Full Stack Developer to lead the architecture of its AI-powered spatial data platform and guide the engineering team building 3D digital twin and measurement tools for insurance, home improvement, and real estate customers.

United States Full-time Lead Full-stack Engineer Technical Lead
Angular Azure CI/CD JavaScript Microservices Node.js Rust Three.js TypeScript
1 hour, 31 minutes ago
LegalMatch

Lead Software Engineer: Java Full Stack (Remote)

LegalMatch 251-1K Specialized Consumer Services

Lead Software Engineer at an unspecified company, responsible for hands-on technical leadership and delivery of critical software systems across cloud, web, mobile, and desktop applications.

Anywhere Full-time Lead Full-stack Engineer Technical Lead
Agile AWS Azure BDD C# C++ CI/CD Docker GCP Git Java JavaScript Kubernetes Microservices Python Scrum SQL TDD
4 hours, 28 minutes ago
Speechify

Tech Lead, Android Core Product - Santiago, Chile

Speechify 51-250 Internet Software & Services

Speechify is hiring a Senior Android Engineer to help scale its widely used text-to-speech Android app and deliver new user-facing features in a fully distributed product team.

Chile Full-time Senior Technical Lead
Android iOS Jetpack Compose JUnit Kotlin Node.js
10 hours, 8 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