Tech Lead, Customer Support

This is a hands-on technical leadership role responsible for guiding a team of five support engineers while owning the resolution of complex customer issues. You will combine deep technical troubleshooting with day-to-day team leadership, coaching, prioritization, and operational management. As the technical lead for high-priority escalations, you will work closely with Product and Engineering to investigate issues and drive them through resolution. You will also help strengthen the team's expertise across SaaS, identity, APIs, integrations, and security environments. As automation and agentic AI become increasingly important to support operations, you will help introduce new capabilities and turn customer insights into better support systems. This role is ideal for someone who enjoys solving challenging technical problems while developing people and improving customer experiences.

• Significant hands-on experience supporting complex B2B SaaS, cybersecurity, identity, infrastructure, or similarly technical products.
• Strong technical troubleshooting capabilities, including investigating ambiguous issues, working across APIs and integrations, interpreting logs and product behavior, and collaborating effectively with Engineering teams.
• Experience leading a small technical team, either through direct people management or as a technical lead with meaningful coaching and operational responsibilities.
• Strong judgment when managing customer escalations, with the ability to balance technical investigation, urgency, prioritization, and clear communication.
• Demonstrated ability to develop engineers, provide constructive feedback, and improve team processes while remaining closely connected to technical work.
• Experience using support metrics to identify operational issues, improve service quality, and increase team efficiency.
• Practical interest in automation and AI-driven support workflows, with an understanding of where human expertise and judgment remain essential.
• Experience with SaaS security, identity management, OAuth, SAML, or enterprise application integrations is preferred.
• Experience supporting security incidents or other time-sensitive customer issues is a plus.
• Previous experience implementing automation, AI, self-service, or similar capabilities within a support organization is advantageous.
• Strong communication, collaboration, ownership, and problem-solving skills.
• Ability to work effectively in a fast-paced environment while maintaining a high standard of customer service and technical quality.