Team Lead – Global Technical Support

Delivery Hero

. Lead, mentor, and motivate Technical Support Executives to achieve performance targets and deliver high-quality support .

Posted 11/2/2026full-timeRemote • MalaysiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and mentoring technical support teams, with a strong focus on performance management, SLA adherence, and customer satisfaction. Proficient in troubleshooting software-related issues and developing training materials to enhance team capabilities.

Highest-signal resume keywords

Technical Support LeadershipSaaS Platform ExpertiseContent Management Systems KnowledgeAnalytical Problem-SolvingClient Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingSaaS SupportContent Management SystemsNetwork ConfigurationPerformance Metrics MonitoringQuality AnalysisIncident Root Cause AnalysisTraining DevelopmentProcess Improvement

Soft Skills

LeadershipInterpersonal SkillsCommunication SkillsAutonomyFlexibility

Tools & Technologies

Help Desk SoftwareTicketing SystemsCommunication Platforms

Industry Keywords

SLA AdherenceCustomer SatisfactionTechnical EscalationStakeholder EngagementSEA and ANZ Markets

About the role

Key responsibilities & impact

Lead, mentor, and motivate Technical Support Executives to achieve performance targets and deliver high-quality support
Conduct team meetings, training sessions, and performance reviews
Monitor SLA adherence, ticket resolution times, and customer satisfaction metrics; implement corrective actions
Troubleshoot software-related issues involving content management systems, network configurations, printers, and SaaS platforms
Act as the primary escalation point for complex technical and product-related issues
Oversee support queries received via phone, email, WhatsApp, and live chat
Ensure queries are accurately logged, tracked, categorized, audited, and resolved within SLAs
Liaise with product development, engineering, operations, Country Operations, and Level 3 Technical teams
Identify incident root causes and communicate findings to stakeholders
Analyze support-query trends and recommend process improvements
Complete quality analysis, response audits, and management reports
Develop knowledge-base articles, troubleshooting guides, and training materials
Maintain stakeholder relationships and address client concerns and feedback
Collaborate with Account Managers to resolve technical, billing, payment, and account-related queries
Undertake additional duties aligned with business needs

Requirements

What you’ll need

Minimum of 4–5 years of experience in software-related technical support, help desk, or SaaS/POS support functions
At least 2 years in a leadership or supervisory role
Proven experience managing and mentoring technical support teams in a fast-paced environment
Strong written and oral English communication skills
Experience working with regional clients across SEA and ANZ markets
Deep understanding of content management systems, network configurations, and SaaS platforms
Excellent analytical and problem-solving skills
Strong interpersonal skills
Ability to work autonomously, prioritize tasks, and manage tight deadlines
High degree of integrity, flexibility, and a client-first mindset

Benefits

Comp & perks

Clear career paths to leadership
Collaborative, supportive culture
Continuous learning
Training sessions and professional development
Positive, humble environment
Flexible work arrangements; employees can work remotely