5+ years in technical support or engineering for Enterprise B2B SaaS.
2-3 years managing technical teams, preferably in a hub environment.
Hands-on experience with troubleshooting, including bug reproduction and log analysis.
Strong background in Identity & Auth protocols, Enterprise Networking, and Operating System internals.
Excellent communication skills for translating technical issues to various audiences.
Responsibilities
Lead and mentor a team of Technical Support Engineers in Dallas HQ.
Conduct regular performance reviews and career development meetings.
Cultivate a culture of accountability and continuous learning within the team.
Manage hiring and onboarding processes as the team grows through 2026.
Serve as final escalation point for complex technical issues.
Guide engineers in advanced troubleshooting of browser architectures and enterprise integrations.
Monitor support KPIs and optimize processes for efficiency.
Benefits
100% medical, dental, and vision coverage for employees from day one, with 85% for dependents.
Discretionary Time Off (DTO) for a flexible work-life balance.
401K plan with a 4% company match to boost retirement savings.
Paid parental leave to support family growth.
Catered lunch daily at the Coppell HQ for convenient dining.
24/7 access to gym facilities to promote health and wellness.
Full Job Description
Description
We're looking for an experienced, hands-on Technical Support Team Lead to spearhead and grow our Dallas HQ footprint. In this role, you will lead a local team of 7+ Technical Support Engineers on-site, anchoring our physical hub while maintaining an elite technical bar and delivering an exceptional customer experience.
This is a true "Player-Coach" role (roughly 60% technical escalation/mentorship, 40% people management). You will combine face-to-face people leadership with deep-dive technical troubleshooting, process improvement, and close cross-functional collaboration with Engineering and Product teams to support our enterprise browser platform.
This position is Dallas-based.
What You'll Do
People & Team Leadership (Dallas HQ Footprint)
Lead, mentor, and develop a high-performing team of local Technical Support Engineers physically based in our Dallas HQ.
Conduct regular in-person 1:1 meetings, performance reviews, and milestone career development planning.
Foster a collaborative, on-site hub culture of accountability, ownership, continuous learning, and customer obsession.
Drive local hiring, onboarding, and training execution as the Dallas hub continues to scale through 2026.
Manage physical team scheduling, local workload balancing, and seamless follow-the-sun office escalation coverage.
Technical Excellence & Escalation
Act as the final technical escalation point within your local pod for highly complex enterprise security issues.
Guide engineers through advanced troubleshooting across Chromium/browser architecture, enterprise networking, APIs, and complex client-side integrations.
Drive root-cause analysis (RCA) and partner closely with Tel Aviv-based R&D to ensure long-term bug resolutions.
Enforce and elevate high-quality troubleshooting, log analysis, and documentation standards across the team.
Operational Health
Monitor and optimize key support KPIs, including SLA compliance, CSAT, First Response Time, and Backlog health.
Identify process bottlenecks and introduce automation or workflows to streamline support delivery.
Own local incident management and high-touch customer communication during critical enterprise outages or security events.
What you'll bring
Required
5+ years in a deep technical support or engineering role supporting Enterprise B2B SaaS, Cybersecurity, or Infrastructure products.
2-3 years of experience as a Team Lead or Manager directly leading technical teams (ideally in an in-office or hybrid hub environment).
Must love staying technical-willingness to roll up your sleeves, reproduce bugs, analyze network logs, and jump on live calls with enterprise CISOs.
Strong troubleshooting DNA across: Identity & Auth (SAML, OIDC), Enterprise Networking (Proxies, Firewalls, DNS), and Operating System internals.
Exceptional communication skills with the ability to translate complex technical issues into clear updates for both customers and internal executives.
Preferred
Deep domain experience in Cybersecurity/SASE, Zero Trust Architecture, DLP (Data Loss Prevention), or Virtual Desktops (VDI/DaaS replacement).
Working familiarity with Chromium-based environments or endpoint management.
Experience utilizing support analytics and leveraging automation/AI tools to optimize queue workflows.
What We Offer
100% covered medical, dental, and vision benefits for employees starting on day 1, with 85% covered for dependents
