Technical Support Team Lead
- Compensation
- Not disclosed
- Location
- Angeles City, Pampanga, Philippines
- Work setup
- Remote
- Seniority
- Lead
- Employment
- Not specified
- Experience
- 2+ years
- Category
- Support
- Posted
Skills
Must have
- Bachelor's degree in information technology, Computer Science, Engineering, or related discipline.
- Minimum 5 years of Technical/Application Support experience.
- Minimum 2 years leading, mentoring, or supervising a technical support team.
- Experience supporting enterprise SaaS or cloud-based applications
- Proven Major Incident Management experience.
- Experience managing customer escalations and executive stakeholders.
- Excellent written and verbal English communication skills.
- Preferred Qualifications
- ITIL Foundation
- Microsoft Azure Fundamentals (AZ-900)
- AWS Cloud Practitioner
- Agile/Scrum
- Global support organization experience
Full description
About Shore360
Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.
About the Role
The Technical Support Team Lead is responsible for leading a team of Level 2 Technical Support Engineers in delivering high-quality technical support for our products and services. This role combines people leadership with technical expertise, ensuring the team effectively resolves complex technical issues while maintaining high standards of customer service and operational excellence.
The successful candidate will lead technical investigations, coordinate Major Incident Management (P1/P2), mentor and develop engineers, and collaborate with cross-functional teams including Engineering, Product, DevOps, Customer Success, and Operations.
As a key member of the Customer Support leadership team, the Team Lead is expected to drive continuous improvement, foster collaboration, promote a customer-first culture, and ensure service levels and business objectives are consistently achieved.
Roles and ResponsibilitiesProduct Knowledge1. Team Leadership & People Management
- Lead, mentor, and develop a team of Level 2 Technical Support Engineers.
- Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
- Set individual goals and monitor progress against performance expectations.
- Manage employee engagement and facilitate Performance Improvement Plans (PIPs) where required.
- Identify and develop future leaders through succession planning.
2. Technical Leadership
- Provide technical guidance for complex application and production issues.
- Lead technical investigations and review proposed solutions.
- Coach engineers in troubleshooting and Root Cause Analysis (RCA).
- Maintain technical documentation and knowledge articles.
3. Major Incident Management (Critical Responsibility)
- Lead priority 1 (P1) and Priority 2 (P2) incidents.
- Coordinate Engineering, Product, DevOps, Infrastructure, Customer Success, and Support teams.
- Facilitate incident bridge calls.
- Prepare and review executive and customer-facing communications.
- Lead Root Cause Analysis (RCA) and Post Incident Reviews (PIR).
- Track corrective and preventive actions through completion.