Technical Support Team Lead (SaaS | SQL)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Team Lead (SaaS | SQL) based in Canada. As a Technical Support Team Lead, you’ll lead a team of six technical support specialists responsible for a business-critical SaaS platform operating around the clock. You’ll combine people leadership with deep technical troubleshooting, serving as the primary escalation point before engineering. The role gives you ownership of team performance, support quality, coverage, and operational KPIs. You’ll work closely with engineering to eliminate recurring issues and build tools that allow support specialists to resolve more problems independently. Working across Azure, SQL Server, C#, Angular, and modern AI support tools, you’ll become a key technical authority for the platform and customer base. Reporting directly to senior leadership, you’ll have significant influence over how the support function evolves and performs. Accountabilities: - Directly manage and develop a team of six technical support specialists with varying levels of product knowledge and experience. - Lead a support function operating across multiple time zones, including participation in mandatory daily team meetings at 8:00 am and 11:00 am Pacific Time. - Coach team members, identify skill gaps, and develop capabilities that reduce unnecessary engineering escalations. - Review the support ticket queue daily, guide prioritization, and own escalation decisions. - Serve as the primary technical escalation point before engineering and determine appropriate ticket severity and priority. - Lead major P1 and system-down incidents, coordinating response efforts, communicating with affected customers, and producing root-cause reports after resolution. - Resolve escalated issues permanently through controlled support tooling, code fixes, or documented procedures whenever possible. - Identify recurring support issues and partner with engineering to address their underlying root causes.

- Develop deep knowledge of the SaaS platform and customer environment to maximize first-line resolution. - Partner with the Engineering Manager to prioritize and justify new support tooling and automation initiatives. - Own support KPIs including open tickets, ticket age, backlog aging, First Response Time, Time to Resolution, reopen rate, repeat-escalation rate, and CSAT. - Conduct quality assurance and case reviews, evaluating both resolution effectiveness and the quality of ticket documentation. - Monitor stalled tickets and ensure specialists maintain appropriate follow-up and ownership. - Champion AI-assisted support using tools such as Claude and Codex to improve troubleshooting, productivity, and team enablement. - Own support procedures and documentation in Confluence and use quieter periods to strengthen the team's knowledge base. - Contribute to occasional after-hours escalation management when genuine major incidents occur. Requirements: - 10+ years of technical support experience in a SaaS or software environment. - 5+ years of experience leading or managing technical support teams. - Strong hands-on knowledge of the Atlassian ecosystem, particularly Jira, Jira Service Management, and Confluence. - Advanced practical experience with Microsoft SQL Server and confident SQL troubleshooting skills. - Working knowledge of C#, with the ability to read backend code and reason about potential root causes. - Proven experience coaching support specialists, managing performance, and conducting QA and case-quality reviews. - Strong understanding of support KPIs and SLAs, including First Response Time, Time to Resolution, backlog aging, reopen rate, repeat-escalation rate, and CSAT. - Sound judgment when assessing ticket severity, managing incidents, and determining when engineering escalation is necessary.