Technical Support Lead

A company is looking for a Technical Support Lead - Latam to build and scale the support function for a new product line.

Key Responsibilities

Build and lead the technical support function for a new product line from first customers to scale

Manage and mentor a small team of Technical Support Agents, ensuring quality, consistency, and responsiveness

Partner with Engineering and Product to triage, reproduce, and resolve complex technical issues across SaaS and mobile products

Required Qualifications

Typically, 4+ years of experience in technical support or support engineering for SaaS products

Hands-on familiarity with multi-product environments, web and mobile platforms, APIs, and integrations

Strong understanding of APIs, SQL, and modern web application troubleshooting

Prior experience mentoring or leading a support or solutions team

Proven ability to build and optimize support processes, SLAs, and escalation workflows