Technical Support Team Lead

As a Technical Support Team Lead, you ensure our support organization runs reliably, predictably, and at high quality.

This role combines technical understanding with operational and team leadership — you turn individual troubleshooting efforts into a reliable, accountable support system. Your success is measured by operational stability, team independence, and scalable processes — including automation powered by AI tools. You turn individual troubleshooting into a structured, self-sustaining support engine.

We are building an AI-first support function, and this role plays a key part in embedding AI deeply into daily workflows and decision-making.

What You’ll Do

• Team Leadership & Operations: Mentor a team of Analysts handling complex client issues. Own escalations, ensure SLA adherence, distribute workload, and run post-mortems to stabilize processes before they become incidents.

• Process Building & Automation: Systematically reduce manual work by designing support playbooks and introducing AI agents. Transform recurring cases into standardized, automated solutions.

• Advanced Troubleshooting: Guide your team in investigating complex data pipeline issues (API → SQL → platform) rather than solving everything yourself.

• Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success to build communication strategies, provide structured feedback on bugs, and create internal onboarding materials.

• Continuous Tech Exploration: Proactively experiment with new AI and infrastructure tools, constantly looking for smarter, faster, more scalable ways to operate.

What You Bring

• Radical Ownership & Organization: You bring order to chaos. You are fiercely detail-oriented, never lose track of tickets, and prefer preventing problems over reacting to them.

• Leadership & Independence: Experience coordinating teammates, making autonomous decisions, and staying calm and structured in high-pressure situations.

• Database Proficiency: Strong command of SQL and relational databases. You can write complex queries, debug poorly performing scripts, and navigate complex schemas to find root causes.

• AI as Your Best Friend: You are a true power user of modern AI tools (LLMs, automation agents). You actively rely on them to automate operational work and scale your team's workflows.

• True Tech Enthusiast: You genuinely love computers and technology, bringing a natural curiosity to exploring how complex systems interact. You follow new tools, experiment for fun, and feel energized working across many technologies.

• Clear Communication: Fluent English with a talent for explaining highly technical topics simply and structuring written communication perfectly.

Nice to Have

• Experience documenting processes or building internal playbooks.

• Background in marketing or analytics platforms.

• Hands-on experimentation with emerging AI agents, automation frameworks, or developer tools.

What We Offer

• Remote-first environment

• Strong product/market fit: marketing data product for US-based enterprises

• 20 working days of PTO per year

• US holidays and additional days off

• Professional development reimbursement