What are the responsibilities and job description for the Technical Support Team Lead position at Jobgether?
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Team Lead in Canada.
This role is designed for a technically skilled leader who thrives on building structured, high-performing support operations. You will manage a team of Analysts, transforming individual troubleshooting into scalable, reliable processes that leverage AI automation. Your impact spans operational stability, team independence, and process optimization across complex data workflows. You will work closely with Engineering, Product, and Customer Success teams to streamline communication, resolve escalations, and implement best practices. This position offers a remote-first environment and the opportunity to shape a modern, AI-powered support function that drives measurable efficiency and client satisfaction.
\n- Lead, mentor, and manage a team of Analysts, overseeing escalations and ensuring SLA adherence
- Build and maintain scalable support processes, reducing manual work through playbooks and AI automation
- Guide the team in troubleshooting complex data pipelines, databases, and platform issues
- Collaborate cross-functionally to provide structured feedback, create onboarding materials, and improve workflows
- Monitor operational metrics, run post-mortems, and proactively stabilize processes before issues escalate
- Experiment with new AI and infrastructure tools to enhance team efficiency and support quality
Requirements:
- Proven experience leading technical support or operations teams with autonomy and independence
- Strong command of SQL and relational databases, including query writing, debugging, and schema navigation
- Hands-on experience using AI tools (LLMs, automation agents) to optimize workflows and reduce manual tasks
- Highly organized with radical ownership, detail orientation, and ability to manage high-pressure situations
- Excellent communication skills with the ability to explain technical concepts clearly to technical and non-technical stakeholders
- Bonus: experience documenting processes, building playbooks, or working in marketing/analytics platforms
Benefits:
- Competitive USD salary with bi-monthly pay
- Remote-first work setup for flexibility and productivity
- 20 working days of PTO per year plus US holidays and additional days off
- Professional development reimbursement to support skill growth
- Opportunity to shape an AI-powered support function and influence team and process development
- Work in a fast-growing, high-impact environment with exposure to advanced technologies
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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