Description :

- Lead and coach support team; ensure smooth daily operations.

- Handle escalations and guide resolution of complex technical issues.

- Review logs/dashboards for accurate RCA; refine SOPs, SLAs, and escalation paths.

- Collaborate with Product/Engineering to flag recurring issues and improve stability.

- Strengthen knowledge base, track key metrics (response/resolution time, CSAT, backlog).

- Drive process improvements, automation, and scalable workflows.

Ideal Candidate :

- 5+ years in SaaS technical support with team leadership experience.

- Strong judgment under pressure; confident with high-impact incidents.

- Excellent communication with customers and internal teams.

- Technical skills : REST APIs, cloud platforms (Azure/AWS/GCP), SQL, scripting (Python/Bash), logs/monitoring tools.

- Bonus : iPaaS, Docker/Kubernetes.

Preferred :

- Preferred (Experience) : iPaaS background, Docker/Kubernetes.

- Preferred (Mentoring) : Experience in mentoring or leading support teams

Job Specific Criteria :

- CV Attachment is mandatory