Technical Support Lead - Remote

Overview

We are seeking a highly skilled and experienced Technical Support Lead to join our dynamic, international team at Unlayer. As a Technical Support Lead will be responsible for working alongside the technical support specialists. You will provide guidance, and mentorship, and ensure the team is delivering timely and effective technical solutions to our customers. You will also collaborate closely with other departments (e.g., engineering, product and customer success) to resolve complex technical issues, improve processes, and contribute to product improvement.

In Short

• Mentor and develop the technical support team to ensure the team delivers excellent customer service and technical solutions.
• Provide technical expertise and hands-on support for escalated issues, ensuring timely and effective resolution.
• Handle all new hire technical training and conduct ongoing training for current technical support specialists to ensure skill development and consistency in service quality.
• Create external documentation and resources (e.g., guides, FAQs, tutorials) to help customers navigate and utilize the product effectively.
• Develop and maintain internal documentation and training videos to help internal teams better serve customers, ensuring they have the resources to troubleshoot and provide exceptional support.
• Collaborate with cross-functional teams (Engineering, Product, Sales, etc.) to resolve complex issues, ensure product quality, and contribute to product enhancements.
• Monitor customer feedback and satisfaction levels, identifying trends and implementing strategies for improvement.
• Ensure compliance with SLAs (Service Level Agreements) and other relevant KPIs (Key Performance Indicators).

Requirements

• Associate's or bachelor's degree in Computer Science, Information Technology, or related field preferred.
• 3+ years of experience in technical support, with a strong desire to lead a team.
• Strong technical knowledge in HTML, CSS, Javascript & SDK.
• Proven track record of team leadership and development.
• Experience with support ticketing systems (e.g., Intercom, Jira).
• Strong analytical and problem-solving skills, with the ability to manage escalated issues.
• Excellent communication skills, with the ability to translate complex technical issues to non-technical stakeholders.
• Understanding of Vanilla JS, Vue, Angular and React preferred.
• Experience with working with a design editor.

Benefits

• Competitive market salary.
• Annual increments and performance-based bonuses.
• Comprehensive medical insurance for employees, spouses, and children.
• Learning and development allowance.
• Provident fund and EOBI.
• Generous paid leaves (annual, sick, casual, paternal, and bereavement).
• Collaborative work environment with regular recreational activities such as monthly dinners and family events.