Technical Support Team Lead

Sumsub

Team Lead for B2B L2 Support at Sumsub, overseeing Technical Support Specialists and managing complex client issues. Leading a high-performance team in a fully remote environment.

Posted 5/4/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Leading, mentoring & developing a team of L2 B2B Support Engineers, fostering a high performance and accountable culture.
Overseeing the resolution of complex technical issues escalated from L1 Support, ensuring timely and effective solutions.
Acting as an escalation point for critical incidents, coordinating with engineering, product & other internal teams.
Monitoring team performance, KPIs & SLAs, ensuring adherence to support standards.
Driving process improvements, optimizing workflows, implementing best practices & contributing to root cause analysis and long-term improvements.
Ensuring high quality B2B client communication, maintaining strong relationships, and supporting onboarding and continuous training of team members.

Requirements

What you’ll need

2–3+ years of technical support experience (preferably in B2B) with some leadership or mentoring exposure.
Strong technical skills, including troubleshooting complex systems, APIs, integrations or SaaS platforms.
Solid understanding of support processes (incident management, escalations, SLAs).
Experience collaborating cross-functionally with engineering and product teams.
Strong analytical, problem-solving, and prioritization skills in fast-paced environments.
Excellent English communication skills (written and verbal).
Nice to have: Experience with CRM/ticketing systems (e.g., Jira, Intercom).
Basic knowledge of SQL, log analysis, or monitoring tools.
Experience in fintech, payments or other complex technical domains.

Benefits

Comp & perks

Remote-first, trust-based culture.
Extra time off: Your birthday is a holiday here.
10 personal days each year.
7 sick days without paperwork.
Time to rest is part of the deal.
Work that matters: Your work will have a real impact.
Compensation: Fair and transparent pay, benchmarked to the market.
Truly global: Work across continents and time zones.
Growth built in: Clear goals, open feedback, and personal development plans.
Team offsites: Trips fully covered to meet and collaborate in person.
Getting you set up: Access to the tools and hardware you need.
Friendly by design: A culture that welcomes individuality and quirks.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingAPIsintegrationsSaaSincident managementescalationsSLAsSQLlog analysis

Soft Skills

leadershipmentoringanalytical skillsproblem-solvingprioritizationcommunicationrelationship managementteam performance monitoringprocess improvementworkflow optimization