Apply

Ready to go for it?

AI Apply speeds things up—apply directly if you prefer.

FREE ACCESS
5,000–10,000 jobs/day
JobTailor Logo

See all jobs on JobTailor

Search thousands of fresh jobs every day.

Discover
  • Fresh listings
  • Fast filters
  • No subscription required
Create a free account and start exploring right away.
Mellro

Tech Support Lead

Mellro

Tech Support Lead at Mellro overseeing technical support governance and improving service levels. Leading the operations and coordinating with technology and product teams for efficiency and quality.

Posted 7/29/2026full-timeRemote • 🇧🇷 BrazilSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading Tech Support operations, managing SLAs, and optimizing processes for efficiency and quality. Proficient in coordinating cross-functional teams and utilizing support tools to enhance service delivery and incident management.

Highest-signal resume keywords
Tech Support LeadershipSLA ManagementIncident CoordinationProcess DocumentationKnowledge Management

ATS Keywords

Tailor your resume
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Service Desk OperationsApplication SupportOperational MetricsRoot-Cause AnalysisAutomation Identification
Soft Skills
CollaborationCommunicationProblem-Solving
Tools & Technologies
ClickUpJiraZendeskServiceNow
Industry Keywords
Backlog ManagementSupport QueuesTicket ClosureContinuous Improvement

Tech Stack

Tools & technologies
ServiceNow

About the role

Key responsibilities & impact
  • Lead the Tech Support operation, ensuring efficiency, quality and adherence to SLAs.
  • Design, structure and improve processes, support workflows, documentation and the knowledge base.
  • Monitor metrics such as backlog, SLA compliance, response time, resolution time, reopenings and productivity.
  • Coordinate management of critical incidents, conducting root-cause analyses and prevention plans.
  • Collaborate with Technology, Product and Business teams to prioritize requests and drive continuous improvement.
  • Define standards for support, escalation, classification and ticket closure.
  • Identify opportunities for automation, self-service and operational optimization.
  • Present metrics, risks and action plans to the executive team.
  • Lead the support operation and monitor the performance of service providers.

Requirements

What you’ll need
  • Proven experience leading Tech Support, Service Desk, Application Support or Service Delivery operations.
  • Experience managing SLAs, incidents, backlogs, support queues and operational metrics.
  • Experience coordinating teams, partners or vendors.
  • Familiarity with tools such as ClickUp, Jira, Zendesk, ServiceNow or similar platforms.
  • Ability to work closely with Engineering and Product teams, with understanding of concepts like APIs, integrations, databases and logs.
  • Experience with process documentation and knowledge management.

Benefits

Comp & perks
  • Flexible working hours
  • Day off
  • Wellness platform
  • Additional paid bonus days