Technical Support Team Lead
As a Technical Support Team Lead at Tipalti, you will oversee an Engineering Support team while remaining hands-on about 50% of the time. In this role, you'll play a pivotal part in driving seamless daily operations, ensuring timely and effective ticket resolution, and fostering the growth and development of your team. Reporting to the Engineering Support Manager/Senior Manager, you will serve as a vital bridge between our engineering teams, customers, and leadership, with primary coverage across the US/LATAM time zones.
Your key responsibilities will include mentoring and supporting team members, providing guidance on complex technical issues, and designing onboarding processes for new hires. You'll be responsible for building and managing the team's shift schedule to ensure proper coverage. Additionally, you'll oversee ticket assignments and prioritization to meet service-level agreements (SLAs), handle escalations from the Operations team, management, and/or customers, and take ownership of customer-specific projects, coordinating with relevant stakeholders to drive them from start to finish.
The ideal candidate will have hands-on experience in Support or Technical Support, or a related field, along with proven leadership experience in a technical support or engineering team, preferably in a SaaS environment. Strong technical troubleshooting skills, availability to assist with critical Sev 1 issues outside of standard working hours when needed, and excellent written and verbal communication skills in both English and Spanish are essential. You should be assertive, decisive, and confident, with the ability to perform under pressure and manage multiple escalations, as well as resilient and solution-oriented in challenging situations.
Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together. Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam, Tbilisi, and Medellin.