Technical Support Team Lead

PlainID - The Identity Security Company

. Lead and empower a global team of technical support engineers .

Posted 11/5/2026full-timeIsraelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing technical support teams within a SaaS environment, focusing on hands-on troubleshooting, API debugging, and log analysis. Proven ability to optimize workflows, enhance service quality, and lead AI-driven initiatives for proactive support.

Highest-signal resume keywords

Technical Support Team ManagementAPI DebuggingLog AnalysisAWS ExperienceJira Service Management Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

REST APIsSQLLinuxBash ScriptingSystem Monitoring ToolsAI-Assisted TroubleshootingAutomationPredictive AnalyticsTicket ManagementPerformance Metrics Monitoring

Soft Skills

Problem-SolvingAnalytical SkillsOrganizational SkillsCommunication SkillsInterpersonal Skills

Tools & Technologies

AWSKubernetesDockerJira Service Management

Industry Keywords

SaaSIdentity and Access ManagementInformation SecurityGlobal Support OrganizationsStartup Environment

Tech Stack

Tools & technologies

AWSDockerKubernetesLinuxSQL

About the role

Key responsibilities & impact

Lead and empower a global team of technical support engineers
Provide hands-on troubleshooting, log analysis, API debugging, and system diagnostics
Mentor and develop support engineers across PlainID’s product suite
Refine workflows, optimize resource allocation, and ensure adherence to SLAs and service quality standards
Use data and AI tools to identify recurring issues, automate root cause analysis, and strengthen proactive support
Collaborate with R&D, Professional Services, and Product teams to escalate, prioritize, and resolve complex technical challenges
Serve as an escalation point for customer incidents and ensure timely resolution and clear stakeholder communication
Monitor performance metrics including resolution time, CSAT, and case volume
Oversee ticket management, triage, and shift planning
Build and maintain knowledge-sharing frameworks and onboarding materials for engineers and customers
Stay informed on product versions and updates to support all product lines

Requirements

What you’ll need

3+ years of experience managing a technical support team in a SaaS environment
Proven hands-on technical expertise in diagnosing complex issues, log analysis, and API debugging
Strong working knowledge of REST APIs, SQL, Linux, Bash scripting, and system monitoring tools
Experience with AWS, Kubernetes, and Docker
Proficiency with ticketing systems, particularly Jira Service Management
Experience working with enterprise customers in high-pressure, time-sensitive environments
Excellent problem-solving, analytical, and organizational skills
Ability to thrive in a fast-paced, dynamic environment with ownership and accountability
Exceptional communication and interpersonal skills, with proven cross-functional collaboration
Willingness to provide on-call support during weekends and holidays as needed
Flexibility to accommodate occasional CST-hour coordination
Experience working in global, distributed support organizations
Experience leading or integrating AI-driven initiatives, such as AI-assisted troubleshooting, automation, or predictive analytics in support operations
Familiarity with Identity and Access Management (IAM) and Information Security domains
Background working in startup or fast-growing SaaS environments

Benefits

Comp & perks

Flexible hybrid work model
On-call support during weekends and holidays as needed (compensation not specified)