Team Lead – Global Technical Support

Job not on LinkedIn

🔥 0 minutes ago

🇲🇾 Malaysia – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 11%

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.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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📋 Description

• Lead, mentor, and motivate Technical Support Executives to achieve performance targets and deliver high-quality support • Conduct team meetings, training sessions, and performance reviews • Monitor SLA adherence, ticket resolution times, and customer satisfaction metrics; implement corrective actions • Troubleshoot software-related issues involving content management systems, network configurations, printers, and SaaS platforms • Act as the primary escalation point for complex technical and product-related issues • Oversee support queries received via phone, email, WhatsApp, and live chat • Ensure queries are accurately logged, tracked, categorized, audited, and resolved within SLAs • Liaise with product development, engineering, operations, Country Operations, and Level 3 Technical teams • Identify incident root causes and communicate findings to stakeholders • Analyze support-query trends and recommend process improvements • Complete quality analysis, response audits, and management reports • Develop knowledge-base articles, troubleshooting guides, and training materials • Maintain stakeholder relationships and address client concerns and feedback • Collaborate with Account Managers to resolve technical, billing, payment, and account-related queries • Undertake additional duties aligned with business needs

🎯 Requirements

• Minimum of 4–5 years of experience in software-related technical support, help desk, or SaaS/POS support functions • At least 2 years in a leadership or supervisory role • Proven experience managing and mentoring technical support teams in a fast-paced environment • Strong written and oral English communication skills • Experience working with regional clients across SEA and ANZ markets • Deep understanding of content management systems, network configurations, and SaaS platforms • Excellent analytical and problem-solving skills • Strong interpersonal skills • Ability to work autonomously, prioritize tasks, and manage tight deadlines • High degree of integrity, flexibility, and a client-first mindset

🏖️ Benefits

• Clear career paths to leadership • Collaborative, supportive culture • Continuous learning • Training sessions and professional development • Positive, humble environment • Flexible work arrangements; employees can work remotely

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