Technical Support Team Lead

7 days ago

Cairo, Cairo, Egypt MaxAB Full time $30,000 - $60,000 per year

About the Role

We are seeking an experienced and motivated Technical Support Team Leader to oversee our frontline technical support operations. In this role, you will guide and coach a team of L1 Technical Support Engineers, ensuring efficient incident handling, high-quality communication, and continuous improvement in processes. You will act as the bridge between the support team, engineering, and business stakeholders, driving performance and maintaining service excellence for our fintech/e-commerce systems.

Key Responsibilities

  • Lead, mentor, and support a team of L1 Technical Support Engineers.
  • Monitor workload distribution, ticket queues, and SLA compliance to ensure timely resolution.
  • Provide technical guidance and act as an escalation point for complex issues.
  • Review incident reports, ensuring root cause analysis and proper documentation.
  • Collaborate with engineering and product teams to resolve recurring issues.
  • Conduct regular 1:1 coaching sessions and performance reviews for team members.
  • Create and maintain knowledge base articles, runbooks, and support documentation.
  • Track team performance metrics (response time, resolution time, CSAT, SLA adherence).
  • Coordinate shift rotations and ensure proper coverage, including weekends and holidays.
  • Drive process improvements, automation, and best practices across support operations.

Must-Have Requirements

  • 3–5 years of experience in technical support or IT operations, including at least 1–2 years in a leadership or supervisory role.
  • Good understanding of incident management, escalation workflows, and SLA tracking.
  • Familiarity with SQL and ability to guide team members on basic data queries.
  • Solid communication skills in English (written and verbal).
  • Strong problem-solving and analytical skills with attention to detail.
  • Ability to work under pressure, manage multiple priorities, and support a 24/7 operation.

Nice-to-Have Skills

  • Experience with monitoring/logging tools (e.g., AWS CloudWatch, Datadog, Splunk).
  • Knowledge of fintech/e-commerce supports environments.
  • Understanding of APIs, integrations, and system troubleshooting.

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