Technical Support Team Lead

We are looking for a Technical/Application Support Team Lead to join our Technical Support Team in Atlanta. This team is responsible for providing support and service to Global-e's merchants, as well as being an internal technical focal point. You will be responsible for day-to-day management of our Application Support Engineers, ensuring that production issues are resolved quickly and professionally. Responsibilities • Manage the application support engineers, providing line management, mentoring and engagement. • Establish work procedures and policies according to department standards. • Set, monitor, and manage team targets to ensure KPI and SLA achievement. • Ensure ticket queues are managed effectively across Zendesk and JIRA. • Raise support-related concerns, issues, and improvement feedback to management. • Promote self-service plans to reduce inbound ticket volume. • Provide technical support to customers and serve as an escalation point both internally and externally. • Handle any escalations that require immediate attention from management. • Work collaboratively and cross-functionally with other departments. • Present team performance reports and conduct team member performance evaluations. • Maximize productivity and ensure the team is highly motivated. Requirements • 3+ years of experience in an Application Support Lead/Managerial role. • Experience in people management and technical direction. • Demonstrable experience of leading a successful team with the ability to motivate and deliver results on a consistent basis. • Experience in providing services to agreed SLA's/OLA's. • Experience in Problem and Incident Management according to ITIL standards. • Ability to work in a fast-paced environment. • Experience with managing root cause analysis and incident reports. • Excellent interpersonal and communication skills. • Experience working in customer service environments, with a strong understanding of customer support standards and service-oriented communication. • Prior development experience or previous experience in an eCommerce environment is a strong advantage. This is a hybrid role and requires in-office presence 3x a week at our Atlanta, GA office.