Technical Support Team Lead

🕒 Maio 4

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Sumsub

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2015

📋 Conformidade

☁️ SaaS

🤝 B2B

💰 $30.000.000 Series B - Sumsub em 2022-12

Compliance • SaaS • B2B

A Sumsub é uma empresa de tecnologia voltada para conformidade que oferece soluções SaaS para monitoramento de transações, conformidade de produtos e suporte operacional e pré-vendas relacionado para empresas. A empresa opera uma plataforma online com funções distribuídas entre operações, jurídico/conformidade e suporte técnico, e tem como alvo outros negócios com seus serviços e ferramentas.

Descrição

• Leading, mentoring & developing a team of L2 B2B Support Engineers, fostering a high performance and accountable culture. • Overseeing the resolution of complex technical issues escalated from L1 Support, ensuring timely and effective solutions. • Acting as an escalation point for critical incidents, coordinating with engineering, product & other internal teams. • Monitoring team performance, KPIs & SLAs, ensuring adherence to support standards. • Driving process improvements, optimizing workflows, implementing best practices & contributing to root cause analysis and long-term improvements. • Ensuring high quality B2B client communication, maintaining strong relationships, and supporting onboarding and continuous training of team members.

🎯 Requisitos

• 2–3+ years of technical support experience (preferably in B2B) with some leadership or mentoring exposure. • Strong technical skills, including troubleshooting complex systems, APIs, integrations or SaaS platforms. • Solid understanding of support processes (incident management, escalations, SLAs). • Experience collaborating cross-functionally with engineering and product teams. • Strong analytical, problem-solving, and prioritization skills in fast-paced environments. • Excellent English communication skills (written and verbal). • Nice to have: Experience with CRM/ticketing systems (e.g., Jira, Intercom). • Basic knowledge of SQL, log analysis, or monitoring tools. • Experience in fintech, payments or other complex technical domains.

🏖️ Benefícios

• Remote-first, trust-based culture. • Extra time off: Your birthday is a holiday here. • 10 personal days each year. • 7 sick days without paperwork. • Time to rest is part of the deal. • Work that matters: Your work will have a real impact. • Compensation: Fair and transparent pay, benchmarked to the market. • Truly global: Work across continents and time zones. • Growth built in: Clear goals, open feedback, and personal development plans. • Team offsites: Trips fully covered to meet and collaborate in person. • Getting you set up: Access to the tools and hardware you need. • Friendly by design: A culture that welcomes individuality and quirks.