Technical Support Engineer-Team lead

Job Description

We are a young, dynamic hi-tech company looking for a **hands-on, highly dedicated Technical Support Engineer** who is ready to take the next step toward **team leadership**.

This is a hybrid role that combines Tier-1 technical support responsibilities with ownership of support team processes and training. You will not only become a go-to expert on our platform but will also help shape how support is delivered by leading initiatives, improving workflows, and mentoring new team members.

It's a **fast-paced** , **high-touch** environment---ideal for someone hungry to grow, passionate about customer success, and eager to help scale a world-class support function from within.

**Responsibilities**

* Serve as the **first point of contact for Tier-1 technical support**, handling and triaging issues through Zendesk and collaborating as needed across departments.
* Investigate root causes, debug issues, and **coordinate escalations** with engineering and product teams.
* Guide customers through **platform features** , **API integrations** , and **SFTP connections**.
* Drive and document **support workflows** , **training plans** , and **internal processes** to ensure team effectiveness.
* Proactively **mentor and support junior team members**, taking initiative to train and upskill where needed.
* Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution.
* Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams.
* Provide product education and support to clients, helping them understand platform functionality.
* Flexible to work **Fridays if needed** , with occasional **evening and holiday shifts**.
* **Being on call for urgent issues** as part of a regular rotation.

**Minimum Requirements**

* **3+ years** experience in a customer-facing **technical support** or **technical account management** role
* **Fluent English**, excellent written and verbal communication skills.
* Demonstrated ability to work independently in **high-pressure** and **high-volume** environments.
* **Technical troubleshooting skills** with experience in
* **Zendesk**
* **SFTP**
* **API integration**
* **Basic Python**
* Strong **problem-solving skills** and ability to identify and explain technical issues clearly to both technical and non-technical audiences.
* Highly **proactive** , **responsible**, and able to take ownership without waiting for direction.
* **Hardworking, deeply dedicated, and proactive** mindset with a bias for action.

**Nice to Have (Advantages)**

* Experience with **Ruby** , **AWS Athena (SQL)** , or **Airflow**.
* Prior exposure to **customized, high-touch platforms** in a SaaS or startup setting.
* Familiarity with product operations or process design.
* Comfort leading initiatives for **team training** , **process change** , and **documentation creation**.