RemoteLeaf Logo
Log in Sign up

Team Lead, Customer Support

5 hours, 49 minutes ago
United States
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 44

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 alignment and growth.
  • Oversee the support queue to meet SLA and SLO response and resolution targets.
  • 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.
  • Perform QA reviews on support tickets to maintain technical accuracy and brand voice.
  • Analyze support data and customer feedback to identify trends and report insights 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; Kubernetes experience is 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 experience tracking and acting 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 incentive plan, and variable commission for quota-based roles.
  • Comprehensive group benefits with no waiting period, including health, vision, and dental coverage for employees and families.
  • Remote-first work 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 to support work-life integration.
  • Company-owned laptop choice, monthly home internet reimbursement, and $1,000 USD for home office setup.
  • Generous parental leave program available from day one, with top-ups for up to 26 weeks.
  • Opportunities for in-person connection through annual retreats, team off-sites, and team travel.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

redbee

Staff Engineer React + Angular

redbee 51-250 Internet Software & Services

Redbee is hiring a Staff Engineer for its remote-first financial technology team to serve as a technical lead on complex digital product development and support end-to-end solution delivery.

Argentina Full-time Lead Technical Lead
Angular AWS Next.js React Scrum Styled Components TypeScript
1 hour, 13 minutes ago
Rxvantage

Senior Full Stack Engineer - Team Lead

Rxvantage 51-250 Internet Software & Services

RxVantage is hiring a Senior Full Stack Engineer - Team Lead to guide a small remote engineering team while building and improving user-facing applications, platform services, and data workflows for its healthcare technology platform.

United States Full-time Lead Full-stack Engineer Technical Lead
Agile AWS Capacitor CI/CD Confluence GraphQL JIRA Machine Learning Node.js PostgreSQL Python React React Native REST API SQL TypeScript
3 hours, 58 minutes ago
Speechify

Tech Lead, Android Core Product - Chapel Hill, NC, USA

Speechify 51-250 Internet Software & Services

Speechify is hiring a Senior Android Engineer to help scale its widely used text-to-speech app and drive new Android features for a global, fully distributed product team.

United States Full-time Senior Technical Lead
$140k-$200k
Android iOS Jetpack Compose JUnit Kotlin Node.js
4 hours, 24 minutes ago
Provectus

ML Tech Lead (GenAI, AWS)

Provectus 251-1K Professional Services

Provectus is hiring a remote ML Tech Lead to guide the development and deployment of GenAI and LLM solutions on AWS while leading a small engineering team.

Colombia Full-time Lead Machine Learning Engineer Technical Lead
AWS CI/CD Generative AI Git LLM Machine Learning MLOps PyTorch Scikit-learn TensorFlow
4 hours, 51 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