Technical Support Team Lead - Remote

Overview

As a Technical Support Team Lead at Gcore, you will lead and mentor a team of Technical Support Engineers, ensuring efficient resolution of complex customer issues related to cloud services.

In Short

• Lead and develop a team of Technical Support Engineers.
• Oversee daily operations and ensure efficient issue resolution.
• Act as a technical escalation point for critical incidents.
• Drive improvements in support workflows and documentation.
• Liaise between support and product teams for actionable insights.
• Monitor team performance and provide coaching.
• Manage KPIs and SLAs effectively.
• Communicate complex issues with customers and stakeholders.
• Foster a culture of technical excellence.
• Work flexible hours to manage team needs.

Requirements

• 1-2 years of experience as a Team Lead in technical support.
• Experience with KPIs, SLAs, and performance reports.
• Proficiency in Zendesk and cloud infrastructure.
• Strong networking knowledge (TCP/IP, DNS, HTTP/S).
• Excellent communication and people management skills.
• Process-oriented mindset for workflow improvement.
• English level B2 or higher.
• Analytical and problem-solving skills.
• Familiarity with ITIL practices is a plus.
• Experience with monitoring tools and ITSM tools is a plus.

Benefits

• Competitive salary.
• Flexible working hours.
• Remote, hybrid, or office work options.
• Work from anywhere for up to 45 days per year.
• Private medical insurance for you and your family.
• 5 additional vacation days.
• Fully paid sick leave days.
• Allowance for significant life events.
• Language classes.
• Modern office space with free snacks and entertainment.