Technical Support Engineer-Team lead

About the Role

Description We are a young, dynamic hi-tech company looking for a hands-on, highly dedicated Technical Support Engineer who is ready to take the next step toward team leadership. This is a hybrid role that combines Tier-1 technical support responsibilities with ownership of support team processes and training. You will not only become a go-to expert on our platform but will also help shape how support is delivered by leading initiatives, improving workflows, and mentoring new team members. It’s a fast-paced, high-touch environment—ideal for someone hungry to grow, passionate about customer success, and eager to help scale a world-class support function from within. Responsibilities • Serve as the first point of contact for Tier-1 technical support, handling and triaging issues through Zendesk and collaborating as needed across departments. • Investigate root causes, debug issues, and coordinate escalations with engineering and product teams. • Guide customers through platform features, API integrations, and SFTP connections. • Drive and document support workflows, training plans, and internal processes to ensure team effectiveness. • Proactively mentor and support junior team members, taking initiative to train and upskill where needed. • Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution. • Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams. • Provide product education and support to clients, helping them understand platform functionality. • Flexible to work Fridays if needed, with occasional evening and holiday shifts. • Being on call for urgent issues as part of a regular rotation. Requirements Minimum Requirements • 3+ years experience in a customer-facing technical support or technical account management role • Fluent English, excellent written and verbal communication skills. • Demonstrated ability to work independently in high-pressure and high-volume environments. • Technical troubleshooting skills with experience in • Zendesk • SFTP • API integration • Basic Python • Strong problem-solving skills and ability to identify and explain technical issues clearly to both technical and non-technical audiences. • Highly proactive, responsible, and able to take ownership without waiting for direction. • Hardworking, deeply dedicated, and proactive mindset with a bias for action. Nice to Have (Advantages) • Experience with Ruby, AWS Athena (SQL), or Airflow. • Prior exposure to customized, high-touch platforms in a SaaS or startup setting. • Familiarity with product operations or process design. • Comfort leading initiatives for team training, process change, and documentation creation.