Technical Support Team Lead ( Permanent Work-From-Home)

About Shore360

Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

About the Role

The Technical Support Team Lead is responsible for leading a team of Level 2 Technical Support Engineers in delivering high-quality technical support for our products and services. This role combines people leadership with technical expertise, ensuring the team effectively resolves complex technical issues while maintaining high standards of customer service and operational excellence.

The successful candidate will lead technical investigations, coordinate Major Incident Management (P1/P2), mentor and develop engineers, and collaborate with cross-functional teams including Engineering, Product, DevOps, Customer Success, and Operations.

As a key member of the Customer Support leadership team, the Team Lead is expected to drive continuous improvement, foster collaboration, promote a customer-first culture, and ensure service levels and business objectives are consistently achieved.

Roles and Responsibilities

Product Knowledge

1. Team Leadership & People Management

• Lead, mentor, and develop a team of Level 2 Technical Support Engineers.

• Conduct regular one-on-one meetings, coaching sessions, and performance reviews.

• Set individual goals and monitor progress against performance expectations.

• Manage employee engagement and facilitate Performance Improvement Plans (PIPs) where required.

• Identify and develop future leaders through succession planning.

2. Technical Leadership

• Provide technical guidance for complex application and production issues.

• Lead technical investigations and review proposed solutions.

• Coach engineers in troubleshooting and Root Cause Analysis (RCA).

• Maintain technical documentation and knowledge articles.

3. Major Incident Management (Critical Responsibility)

• Lead priority 1 (P1) and Priority 2 (P2) incidents.

• Coordinate Engineering, Product, DevOps, Infrastructure, Customer Success, and Support teams.

• Facilitate incident bridge calls.

• Prepare and review executive and customer-facing communications.

• Lead Root Cause Analysis (RCA) and Post Incident Reviews (PIR).

• Track corrective and preventive actions through completion.

4. Customer & Stakeholder Management

• Serve as the escalation point for complex customer issues.

• Build relationships with customers and internal stakeholders.

• Manage stakeholder expectations during critical incidents.

• Represent Customer Support in customer and cross-functional meetings.

5. Operational Management

• Monitor ticket queues, backlog health, and workload distribution.

• Manage team scheduling, shift rotations, and resource allocation.

• Plan team capacity around leave, holidays, and major releases.

• Review SLA compliance and operational risks.

• Ensure adherence to Incident, Problem, Change, and Knowledge Management processes.

6. Reporting & Continuous Improvement

• Prepare weekly and monthly operational reports.

• Analyze ticket trends and customer feedback.

• Drive service improvement initiatives and process optimization.

• Provide dashboards and recommendations to leadership.

7. Customer Experience & Service Excellence

• Champion exceptional customer service.

• Monitor CSAT and customer feedback.

• Ensure professional customer communications.

• Promote proactive communication during service disruptions.

Required Technical Skills

Enterprise Application Support

• SaaS application support

• Production support

• Incident, Problem and Change Management

Technical Troubleshooting

• Root Cause Analysis

• Log analysis

• Application troubleshooting

• Performance investigation

SQL

• Queries

• Joins

• Aggregate functions

• Database troubleshooting

API Troubleshooting

• REST APIs

• JSON

• HTTP

• Postman

Web Technologies

• HTML

• CSS

• Basic JavaScript

• Browser Developer Tools

Authentication

• SSO

• OAuth

• OpenID Connect

• SAML

Cloud

• Microsoft Azure

• Amazon Web Services (AWS)

Service Management Tools

• Zendesk

• Jira

• Confluence

Communication (Critical Requirement)

• Communicate confidently with customers, executives, and technical stakeholders.

• Lead customer-facing and internal incident bridge calls.

• Deliver clear and timely updates during Major Incidents.

• Produce professional customer communications, executive summaries, RCAs, PIRs, and technical documentation.

• Manage stakeholder expectations with transparency and professionalism.

Leadership Competencies

• People leadership

• Coaching and mentoring

• Strategic thinking

• Decision-making under pressure

• Accountability

• Customer-first mindset

• Stakeholder management

• Continuous improvement

• Emotional intelligence

Minimum Qualifications

• Bachelor's degree in information technology, Computer Science, Engineering, or related discipline.

• Minimum 5 years of Technical/Application Support experience.

• Minimum 2 years leading, mentoring, or supervising a technical support team.

• Experience supporting enterprise SaaS or cloud-based applications

• Proven Major Incident Management experience.

• Experience managing customer escalations and executive stakeholders.

• Excellent written and verbal English communication skills.

• Preferred Qualifications

• ITIL Foundation

• Microsoft Azure Fundamentals (AZ-900)

• AWS Cloud Practitioner

• Agile/Scrum

• Global support organization experience

Work Schedule

• Willing to work rotating shifts based on business requirements.

• Willing to work mornings, mid shifts, evenings, overnight, weekends, and public holidays when required.

• Participate in an on-call roster for critical incidents.

• Provide leadership during P1/P2 incidents outside normal business hours when necessary.

What Success Looks Like

Success in this role means building and leading a high-performing support team that consistently delivers exceptional customer experiences, effectively manages major incidents, develops people, communicates with confidence, collaborates across global teams, and continuously improves operational performance, service quality, and business outcomes.

ShoreXtra Perks

• HMO Coverage

• Attendance Bonus – Get a chance to earn up to ₱5,000 every pay run for consistent, perfect attendancethrough a raffle draw.

• Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club

• Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards

• Silver Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.

• Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays

Originally posted on Himalayas