Our partner is looking for a Technical Support Team Lead (SaaS | SQL) based in Spain. As a Technical Support Team Lead, you’ll lead a team of six technical support specialists responsible for a business-critical SaaS platform operating around the clock. The role gives you ownership of team performance, support quality, coverage, and operational KPIs. Working across Azure, SQL Server, C#, Angular, and modern AI support tools, you’ll become a key technical authority for the platform and customer base. Reporting directly to senior leadership, you’ll have significant influence over how the support function evolves and performs. Accountabilities: - Directly manage and develop a team of six technical support specialists with varying levels of product knowledge and experience. - Resolve escalated issues permanently through controlled support tooling, code fixes, or documented procedures whenever possible. - Conduct quality assurance and case reviews,



evaluating both resolution effectiveness and the quality of ticket documentation. - Own support procedures and documentation in Confluence and use quieter periods to strengthen the team's knowledge base. - Contribute to occasional after-hours escalation management when genuine major incidents occur. Requirements: - 10+ years of technical support experience in a SaaS or software environment. - 5+ years of experience leading or managing technical support teams. - Strong hands-on knowledge of the Atlassian ecosystem, particularly Jira, Jira Service Management, and Confluence. - Advanced practical experience with Microsoft SQL Server and confident SQL troubleshooting skills. - Working knowledge of C#, with the ability to read backend code and reason about potential root causes. - Proven experience coaching support specialists, managing performance, and conducting QA and case-quality reviews. -

📌 Technical Support Team Lead (España)
🏢 Jobgether
📍 España