Technical Support Engineer Lead

Summary

Join Coralogix as a Technical Support Engineer Team Lead in APAC and lead a team providing exceptional technical support to our global customer base. Guide your team through technical challenges, mentor engineers, and streamline workflows to ensure high customer satisfaction. This role demands deep technical knowledge in observability and cloud systems, a passion for customer success, and strong leadership skills. You will be responsible for managing complex technical escalations, optimizing support workflows, and developing training programs. The ideal candidate possesses extensive experience in technical support, DevOps, or customer-facing engineering roles, along with expertise in cloud platforms and observability tools. Success in this position requires strong leadership, communication, and problem-solving abilities.

Requirements

• 5+ years in technical support, DevOps, or customer-facing engineering roles
• Background in Cloud DevOps: AWS (EC2, EKS, ECS, Lambda, CloudFormation), Azure, or GCP
• Experience with observability and monitoring tools such as Kibana, Grafana, Prometheus, Datadog, Splunk, or similar
• Hands-on knowledge of Kubernetes, Docker, and containerized troubleshooting
• Experienced leader in SaaS/B2B support, skilled in guiding global teams, managing incidents, and delivering exceptional customer experiences under pressure
• Data-driven and detail-oriented, with a strong grasp of KPIs and analytics to optimize performance, enhance processes, and drive product improvements
• Effective communicator with experience collaborating across technical and non-technical teams, including Product, Engineering, and Sales

Responsibilities

• Lead and mentor the APAC TSE team to deliver high-quality support
• Track KPIs like CSAT, response, and resolution times
• Foster a collaborative, growth-oriented environment
• Manage complex technical escalations
• Guide the team in troubleshooting
• Ensure high standards for customer interactions
• Optimize support workflows
• Implement tools and processes to boost team efficiency
• Drive continuous improvement
• Maintain a professional, solution-oriented approach to customer interactions
• Work with TAMs, AMs, and Product teams to enhance the support experience
• Develop and implement onboarding and continuous learning programs to ensure team expertise and alignment with best practices

Preferred Qualifications

Strong familiarity with ELK stack, regular expressions, Lucene, or PromQL