As a Technical Support Team Lead, you ensure our support organization runs reliably, predictably, and at high quality. Combine technical understanding with operational and team leadership Turn individual troubleshooting efforts into a reliable, accountable support system Measure success by operational stability, team independence, and scalable processes Embed 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 Run post-mortems to stabilize processes before they become incidents Mentor a team of Analysts handling complex client issues Own escalations, ensure SLA adherence, distribute workload Run post-mortems to stabilize processes before they become incidents Process Building & Automation: Systematically reduce manual work by designing support playbooks Introduce AI agents and transform recurring cases into standardized, automated solutions Systematically reduce manual work by designing support playbooks Introduce AI agents and transform recurring cases into standardized, automated solutions Advanced Troubleshooting: Guide your team in investigating complex data pipeline issues (API → SQL → platform) Guide your team in investigating complex data pipeline issues (API → SQL → platform) Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success Build communication strategies, provide structured feedback on bugs Create internal onboarding materials Partner with Engineering, Product, and Customer Success Build communication strategies, provide structured feedback on bugs Create internal onboarding materials Continuous Tech Exploration: Proactively experiment with new AI and infrastructure tools Look for smarter, faster, more scalable ways to operate Proactively experiment with new AI and infrastructure tools Look for smarter, faster, more scalable ways to operate