Remote Technical Support Lead

Our client, an innovative software development company, is seeking an experienced and motivated Remote Technical Support Lead to spearhead their customer support operations. This leadership role is crucial for guiding a team of support professionals, ensuring the delivery of exceptional technical assistance to our global clientele. The position is fully remote, offering the flexibility to work from anywhere, while strategically supporting our operations concerning Pietermaritzburg, Kwa Zulu-Natal .

You will play a pivotal role in defining support strategies, improving processes, and mentoring junior staff. This is an outstanding opportunity for a seasoned technical support professional to take on a leadership challenge in a dynamic and growing tech company. We are looking for a candidate with proven leadership capabilities, deep technical expertise, and a passion for fostering team success and superior customer outcomes.

The ideal candidate will be a strategic thinker with excellent communication and problem-solving skills.

• Lead, mentor, and manage a team of technical support engineers to ensure high-quality service delivery.
• Develop and implement strategies to improve customer satisfaction and support efficiency.
• Oversee the resolution of complex technical issues and customer escalations.
• Monitor key performance indicators (KPIs) and provide regular reports on team performance.
• Collaborate with product development and engineering teams to address bugs and enhance product features.
• Contribute to the creation and maintenance of technical documentation and knowledge base articles.
• Onboard and train new support team members.
• Ensure adherence to service level agreements (SLAs) and company support policies.
• Drive continuous improvement initiatives within the support function.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 5-7 years of experience in technical support, with at least 2 years in a team lead or supervisory role.
• Strong technical proficiency in software troubleshooting, networking, and operating systems.
• Demonstrated leadership and team management skills.
• Excellent problem-solving, analytical, and decision-making abilities.
• Outstanding communication, interpersonal, and presentation skills.
• Experience with CRM and support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work effectively in a fully remote, fast-paced, and dynamic environment.
• Experience with cloud platforms (AWS, Azure) is a significant plus.

• Our client offers a highly competitive salary package, performance bonuses, and stock options.
• Employees benefit from a comprehensive remote work infrastructure, access to continuous learning platforms, professional development budgets, and opportunities for significant career advancement.
• The company fosters an inclusive and innovative culture that values collaboration and work-life balance, fully embracing the benefits of a remote workforce.
• Comprehensive health insurance and retirement planning are also provided.
• Join a leading technology company and shape the future of customer support.