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.
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