Technical Support Team Lead - Remote

Overview

We are looking for an experienced Support Team Lead to manage a team of Technical Support Engineers and ensure we consistently deliver high-quality, efficient support to our customers.

In Short

• Lead and develop a team of 7 Technical Support Engineers.
• Manage Lead Support Engineers responsible for key support initiatives.
• Conduct regular 1:1 meetings, coaching sessions, and performance reviews.
• Support engineers’ professional development and career growth.
• Own the operational performance of your team.
• Monitor and manage support metrics such as SLA and CSAT.
• Work closely with the Support Operations Manager.
• Manage workload distribution and team scheduling.
• Identify improvement opportunities and implement changes.
• Track trends for efficient team operation.

Requirements

• Fluent in English (C1 or higher) and Russian.
• 2+ years of experience managing a Technical Support team.
• Experience leading teams of 5+ support engineers.
• Strong understanding of support operations and service metrics.
• Proven ability to coach and develop support engineers.
• Experience using support metrics for operational decisions.
• Strong communication and stakeholder management skills.

Benefits

• 30 days off.
• 100% paid telemedicine plan.
• Home Office Setup Assistance.
• English learning courses.
• Relevant professional education.
• Gym or swimming pool access.
• Co-working space.
• Remote working options.