SD Solutions

Technical Support Team Lead

SD Solutions

full-time

Posted on:

Origin:  • 🇨🇴 Colombia

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Job Level

Senior

Tech Stack

Cloud

About the role

  • Oversee an Engineering Support team while remaining hands-on approximately 50% of the time.
  • Mentor and support team members, provide guidance on complex technical issues, and design onboarding processes for new hires.
  • Build and manage the team's shift schedule to ensure proper coverage.
  • Oversee ticket assignments and prioritization to meet service-level agreements (SLAs).
  • Handle escalations from the Operations team, management, and/or customers, ensuring prompt and effective resolution.
  • Take ownership of customer-specific projects, coordinating with relevant stakeholders to drive them from start to finish.
  • Work closely and report to global managers to ensure alignment across domains and support cross-team initiatives.
  • Actively work on technical tickets and guide the team in troubleshooting complex cases.
  • Engage directly with customers on high-priority issues and provide timely updates to leadership on progress and critical issues.
  • Lead preparation of RCA documents for major incidents and ensure clear, timely communication.
  • Proactively identify process gaps, propose solutions, and drive initiatives to improve efficiency and documentation.

Requirements

  • 3–5 years of experience in Support or Technical Support, or a related field.
  • At least 2 years of proven leadership experience in a technical support or engineering team, preferably in a SaaS environment.
  • Strong technical troubleshooting skills.
  • Excellent written and verbal communication skills in both English and Spanish.
  • Assertive, decisive, and confident; ability to perform under pressure and manage multiple escalations.
  • Resilient and solution-oriented in challenging situations.
  • Strong sense of ownership and accountability; ability to work independently and thrive in a fast-paced environment.
  • Availability to assist with critical Sev 1 issues outside of standard working hours when needed.
  • Primary coverage across US/LATAM time zones (ability to work those hours).