Team Lead, Technical Support [14h-22h]

We are looking for a Team Lead, Technical Support to join our Customer Care organization and lead support for LiveAction customers. The team lead will guide a team of skilled engineers while driving company-wide initiatives that ensure exceptional service, technical excellence, and customer success.

Requirements

• 3+ years' experience in a similar role supporting and leading teams in a network monitoring, performance, or observability environment
• Strong technical background with technologies such as SNMP, NetFlow/IPFIX, sFlow, Network protocols (TCP/IP, routing, QoS, multicast), APIs (REST), Linux, and troubleshooting in complex environments
• Experience managing technical support engineers within a Customer Support organization for a software company
• Passion for helping customers succeed and for delivering high-quality technical support
• Strong ownership mindset with excellent critical decision-making skills
• Ability to plan effectively while adapting quickly to changing priorities and customer demands
• Proactive, energetic, and comfortable working in a fast-paced, multi-tasking environment
• Proven ability to foster a collaborative, team-first culture
• Excellent interpersonal skills with genuine empathy for customers and team members
• Strong analytical skills; trustworthy, transparent, and detail-oriented
• Excellent verbal, written, and presentation communication skills with strong problem-solving abilities
• Ability to identify risks early, communicate them clearly, and take action
• Experience developing, coaching, reinforcing, and managing operational standards, policies, and procedures
• Proven track record of monitoring and improving team performance through leadership, coaching, and performance management

Benefits

• Professional Development Budget
• Dedicated Wellness Days and Wellness Week
• Lifestyle Spending Account
• Employee Recognition Program