Jobgether is hiring a Technical Team Lead for its Customer Support team. You will lead a team of technical support engineers, combining hands-on technical expertise with leadership responsibilities. In this dynamic role, you will serve as the main point of contact for escalated issues, ensuring customer satisfaction across our enterprise client base.
What You'll Do
- Serve as an advocate for customers, presenting a professional and positive image of our products and services.
- Resolve escalated technical issues to restore or enhance customer satisfaction.
- Conduct post-escalation follow-ups with internal teams to improve processes and prevent recurrence.
- Coach and mentor support team members, implementing strategies to improve resolution efficiency and team performance.
- Assist leadership with team development initiatives, testing new tools and workflows to enhance productivity.
- Ensure proper ticket assignment and adherence to support procedures.
- Facilitate backlog reduction by collaborating with senior engineers, development, and product management teams.
- Promote open communication between technical support engineers and other departments.
What We're Looking For
- Minimum 2 years of management or team leadership experience with strong team-building skills.
- Bachelor’s degree in Computer Science, Engineering, Security, or related field, or equivalent experience.
- At least 8 years of experience in technical support or customer-facing technical roles.
- US Citizenship to support FedRAMP and federal client requirements.
- Strong troubleshooting skills across applications, operating systems, and networking.
- Proficiency with Linux (RH, Ubuntu, Rocky) and Windows OS, including command-line operations.
- Familiarity with virtualization technologies such as VMware/ESX.
- Ability to participate in on-call rotation and support a global customer base.
- Strong organizational, interpersonal, and communication skills, with a problem-solving mindset.
Nice to Have
- Technical experience in Python, SOAR automation, Cyber Threat Intelligence, or SIEM integration.
- Experience with tools such as Confluence, Jira, Salesforce Service Cloud, or comparable platforms.
- Knowledge of SIEM or security operations platforms (e.g., Splunk, QRadar, Microsoft Sentinel, CrowdStrike).
Technical Stack
- Languages & Concepts: Python, SOAR automation, Cyber Threat Intelligence, SIEM integration
- Operating Systems: Linux (RH, Ubuntu, Rocky), Windows OS
- Virtualization: VMware/ESX
- Tools: Confluence, Jira, Salesforce Service Cloud, Splunk, QRadar, Microsoft Sentinel, CrowdStrike
Team & Environment
You will lead a team of technical support engineers and collaborate with cross-functional teams including engineering, product, and sales.
Benefits & Compensation
- Competitive salary: $110,000 - $125,000 USD.
- Remote work flexibility (East Coast preferred).
- Opportunities for career growth and leadership development.
- Collaborative and fast-paced work environment.
- Exposure to cybersecurity tools and platforms.
- Hands-on experience leading and mentoring a technical support team.
Work Mode
This is a remote position. Candidates must be located in the United States, with a preference for the East Coast.
Jobgether provides a collaborative and fast-paced work environment.
