Team Lead – Global Technical Support

Delivery Hero

. Lead, mentor, and motivate Technical Support Executives .

Posted 10/12/2026full-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 troubleshooting complex technical issues and ensuring SLA adherence. Proficient in analyzing support trends and implementing process improvements to enhance customer satisfaction and team performance.

Highest-signal resume keywords

Technical Support ManagementSaaS Platform ExpertiseContent Management SystemsAnalytical Problem-SolvingTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingSLA MonitoringPerformance AnalysisIncident Root Cause AnalysisKnowledge Base DevelopmentTicket ResolutionNetwork ConfigurationCustomer Satisfaction MetricsProcess Improvement

Soft Skills

Interpersonal SkillsWritten CommunicationOral CommunicationAutonomyFlexibility

Tools & Technologies

Content Management SystemsSaaS PlatformsHelp Desk SoftwarePerformance Tracking ToolsCommunication Platforms

Industry Keywords

Technical SupportHelp DeskSaaS SupportClient Relationship ManagementSEA and ANZ Markets

About the role

Key responsibilities & impact

Lead, mentor, and motivate Technical Support Executives
Conduct team meetings, training sessions, and performance reviews
Monitor SLA adherence, ticket resolution times, and customer satisfaction metrics
Implement corrective actions to improve team performance
Troubleshoot and resolve complex 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 them to stakeholders
Analyze support 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 other duties assigned in support of business needs

Requirements

What you’ll need

Minimum of 4–5 years of experience in technical support, help desk, or SaaS 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
Ability to troubleshoot complex technical issues
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

Remote work option
Clear career paths to leadership
Continuous learning and professional development
Collaborative, supportive culture
Opportunities to build AI, fintech, and digital solutions
Ownership and exposure to real-world impact
Positive, humble work environment