Technical Support Team Lead

Improvado

1d•Remote

About The Position

As a Technical Support Team Lead, you ensure our support organization runs reliably, predictably, and at high quality. This role combines technical understanding with operational and team leadership — you turn individual troubleshooting efforts into a reliable, accountable support system. Your success is measured by operational stability, team independence, and scalable processes — including automation powered by AI tools. You turn individual troubleshooting into a structured, self-sustaining support engine. We are building an AI-first support function, and this role plays a key part in embedding AI deeply into daily workflows and decision-making.

Requirements

Radical Ownership & Organization: You bring order to chaos. You are fiercely detail-oriented, never lose track of tickets, and prefer preventing problems over reacting to them.
Leadership & Independence: Experience coordinating teammates, making autonomous decisions, and staying calm and structured in high-pressure situations.
Database Proficiency: Strong command of SQL and relational databases. You can write complex queries, debug poorly performing scripts, and navigate complex schemas to find root causes.
AI as Your Best Friend: You are a true power user of modern AI tools (LLMs, automation agents). You actively rely on them to automate operational work and scale your team's workflows.
True Tech Enthusiast: You genuinely love computers and technology, bringing a natural curiosity to exploring how complex systems interact. You follow new tools, experiment for fun, and feel energized working across many technologies.
Clear Communication: Fluent English with a talent for explaining highly technical topics simply and structuring written communication perfectly.

Nice To Haves

Experience documenting processes or building internal playbooks.
Background in marketing or analytics platforms.
Hands-on experimentation with emerging AI agents, automation frameworks, or developer tools.

Responsibilities

Team Leadership & Operations: Mentor a team of Analysts handling complex client issues. Own escalations, ensure SLA adherence, distribute workload, and run post-mortems to stabilize processes before they become incidents.
Process Building & Automation: Systematically reduce manual work by designing support playbooks and introducing AI agents. Transform recurring cases into standardized, automated solutions.
Advanced Troubleshooting: Guide your team in investigating complex data pipeline issues (API → SQL → platform) rather than solving everything yourself.
Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success to build communication strategies, provide structured feedback on bugs, and create internal onboarding materials.
Continuous Tech Exploration: Proactively experiment with new AI and infrastructure tools, constantly looking for smarter, faster, more scalable ways to operate.