Consistent achievement of team-level support KPIs, including response times and resolution rates
A highly skilled and motivated support team that consistently delivers excellent customer service
Efficient and accurate resolution of escalated technical issues, minimizing customer impact
Contributed to an expanded and improved self-service knowledge base and internal documentation
Positive customer feedback and high satisfaction scores from interactions with the team
Provide technical guidance and mentorship to a team of Technical Support Engineers
Oversee the daily queue management, ensuring efficient ticket distribution and adherence to SLAs
Act as an escalation point for complex technical issues, providing hands-on troubleshooting and solutions
Conduct regular 1:1s and performance reviews, offering constructive feedback and development plans
Identify training needs and organize sessions to enhance the team's technical skills and product knowledge
Contribute to the creation and improvement of knowledge base articles and internal documentation
Monitor key support metrics and identify trends to proactively address potential issues
Collaborate with engineering and product teams to represent customer issues and advocate for solutions
Participate in on-call rotations or provide extended hour support as required
Hands on working complex cases and key strategic cases. **Champion a positive team environment focused on collaboration and continuous learning

Proven experience (5+ years) in a technical support role, with at least 2 years in a leadership or senior capacity
Demonstrable experience in troubleshooting complex software issues, ideally for a B2B SaaS product
Experience in leading and mentoring a small team of support engineers
Strong proficiency with customer support platforms (e.g., Zendesk, Salesforce Service Cloud)
Track record of meeting or exceeding challenging SLAs and KPIs
Experience with incident management and escalation processes
Proven ability to analyse technical problems and provide clear, concise solutions
Experience in contributing to or developing knowledge base content
Familiarity with remote diagnostic tools and techniques
Bachelor's degree in a technical field or equivalent practical experience
In-depth knowledge of technical support operations and best practices
Strong understanding of Interact's software products and their underlying technologies
Proficiency in diagnosing software configuration, integration, and performance issues
Familiarity with common database concepts (e.g., SQL) and web technologies
Understanding of IT service management (ITSM) principles
Excellent problem-solving and analytical skills
Strong leadership and coaching abilities
Exceptional communication and interpersonal skills
Highly organized and adept at managing multiple priorities
Customer-centric with a calm and empathetic approach

Technical Support Team Lead

Key skills