Technical Team Lead (Customer Support) ( US-East Coast remote)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Team Lead (Customer Support) in the United States.

In this role, you will lead a high-performing technical support team, providing guidance, mentorship, and operational oversight to ensure exceptional customer experiences. You will serve as the key point of contact for escalated technical issues, coordinating with engineering, product, and account teams to resolve complex problems. This position requires a blend of technical expertise, leadership skills, and the ability to communicate effectively with both customers and internal teams. You will implement best practices for support processes, manage workloads, and identify opportunities to improve service quality. The role offers a fast-paced, collaborative environment with strong potential for career growth and cross-functional exposure. You will have the opportunity to influence technical support strategy while fostering a customer-focused culture.

Accountabilities:

• Lead and mentor the customer support team, ensuring adherence to best practices, efficient resolution processes, and high customer satisfaction.
• Serve as a technical advocate for customers, handling escalations and providing guidance on complex issues.
• Collaborate with internal teams (Engineering, Product, Sales, etc.) to resolve customer concerns and prevent recurring issues.
• Manage workload distribution, backlog reduction, and support ticket assignment while maintaining high-quality standards.
• Support process improvement initiatives and participate in projects to enhance team performance and efficiency.
• Facilitate open communication between team members and other departments to align on priorities and escalate issues effectively.
• Provide technical guidance on common support systems, including SFDC, Service Cloud, Confluence, and Jira.

Requirements

• Minimum of 2 years of management or team leadership experience with strong team-building skills.
• Bachelor’s degree in a related discipline (Computer Science, Engineering, Security) or equivalent experience.
• At least 8 years of technical customer support experience, preferably with enterprise clients.
• US Citizenship to support federal clients and FedRamp compliance.
• Strong troubleshooting skills in applications, operating systems, and networking.
• Technical expertise in Python, SOAR automation, cyber threat intelligence, or SIEM integrations.
• Proficiency with Linux (RH, Ubuntu, Rocky) and Windows OS, including command line, installation, and troubleshooting.
• Experience with virtualization (VMware/ESX), STIX/TAXII protocols, API scripting, SSO, SSL, or FIPS/Cyber compliance.
• Familiarity with Confluence, Jira, and Salesforce/Service Cloud or equivalent tools.
• Knowledge of SIEM/security platforms (Elastic, Splunk, QRadar, Sentinel, Chronicle, etc.).
• Strong interpersonal skills, ability to handle escalated customer situations, and a proactive problem-solving mindset.
• Highly organized with the ability to manage multiple projects and priorities in a fast-paced environment.
• Potential travel up to 25%, with East Coast remote location preferred.

Benefits

• Competitive salary ($110,000 - $125,000 USD).
• Remote work with flexibility, ideally from the East Coast (mid-Atlantic preferred).
• Comprehensive healthcare coverage and other employee benefits.
• Opportunities for career growth within a dynamic, fast-paced environment.
• Exposure to cutting-edge cybersecurity and technical support tools and platforms.
• Collaborative and supportive work culture focused on mentorship and skill development.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

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