Technical Support Team Lead – SaaS, SQL

Job not on LinkedIn

🕒 September 23

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 48 days.
• No salary listed.

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World Tech Recruiting

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World Tech Recruiting is a company that specializes in connecting skilled talent with established businesses looking for recruitment services. With a dedicated team, they focus on building strong software engineering teams, providing expert advice, and ensuring a smooth recruitment experience. Their commitment to understanding client needs and culture has resulted in successful talent placements across the globe.

📋 Description

• Directly manage a team of six technical support specialists • Work across multiple time zones and attend mandatory daily team meetings at 8:00 am and 11:00 am Pacific Time • Coach the team and close skill gaps to reduce escalations • Review the ticket queue daily and own escalation decisions • Serve as the primary escalation point before engineering • Assess severity and identify system-down emergencies • Make escalation decisions, including occasional after-hours escalation for genuine major incidents • Lead P1/system-down incidents, coordinate responses, keep affected clients informed, and produce root-cause reports • Resolve escalated issues permanently through support tools, code fixes, or documented procedures • Identify recurring tickets and drive root-cause fixes • Develop deep platform and client knowledge to resolve issues before engineering escalation • Partner with the Engineering Manager to prioritize and justify support tooling • Own KPIs including ticket volume, ticket age, backlog aging, First Response Time, Time to Resolution, reopen rate, and repeat-escalation rate • Monitor CSAT and act on its drivers • Run QA and case-quality reviews • Track stalled tickets and follow up with specialists • Champion AI-assisted support using Claude and Codex • Own procedure documentation in Confluence and expand the support knowledge base • Report directly to and work closely with the CEO

🎯 Requirements

• 10+ years of technical support experience in a SaaS or software environment • 5+ years leading or managing a support team • Deep, hands-on knowledge of the Atlassian suite (Jira, Jira Service Management, and Confluence) is strongly preferred • Strong Microsoft SQL Server and database background, with confident, hands-on SQL • Working knowledge of C#, sufficient to read backend code and reason about root cause • Track record of coaching support staff, managing performance, and running QA and case-quality reviews • Fluency in support KPIs and SLAs: First Response Time, Time to Resolution, backlog aging, reopen and repeat-escalation rate, and CSAT • Sound judgment on ticket severity and clear ownership of escalation decisions • Ability to master the platform and client base and become the team's technical authority • Comfortable using AI tools to accelerate troubleshooting and enablement • Strong written and spoken English • Self-starter who sets clear direction for the team • GitHub or source control familiarity is nice to have • Angular exposure is nice to have • French and/or Spanish is nice to have • Familiarity with SSO (SAML/OAuth) is nice to have

🏖️ Benefits

• Remote work arrangement • Opportunity to lead a 24/7 support function • Direct access to and collaboration with the CEO • Professional coaching and team development responsibilities • Opportunity to work with Azure, SQL Server, C#, Angular, Jira Service Management, Confluence, Claude, and Codex • Opportunity to influence support tooling and automation • Opportunity to build and own the support knowledge base

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