Team Lead, Technical Support

Job Description
We are looking for a Team Lead, Technical Support to join our growing global team at Sectigo.

The Team Lead, Technical Support plays a critical leadership role in managing day-to-day technical support operations, guiding a team of engineers to deliver exceptional customer service and rapid issue resolution. This role bridges the gap between frontline support and senior escalation teams, ensuring consistency in service, mentoring staff, and driving operational improvements. The ideal candidate is both technically strong and highly people-focused, with the ability to balance priorities and deliver results in a fast-paced environment.

This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam.

Here are the core functions, responsibilities, and expectations for this role:

• Team Leadership & Development:

• Supervise and mentor Technical Support Engineers, fostering a culture of continuous learning and customer-centric behavior.

• Provide coaching, regular feedback, and performance evaluations to support professional growth.

• Manage team scheduling, resource allocation, and shift rotations to meet SLA targets.

• Support Operations & Escalation Management:

• Act as an escalation point for complex customer issues.

• Ensure all escalated and high-impact issues are handled promptly and professionally.

• Collaborate with Advanced Support and Engineering teams to resolve systemic issues.

• Customer Experience & Process Excellence:

• Monitor key metrics like CSAT, FCR, SLA adherence, and backlog volume; drive actions to improve them.

• Implement process improvements and document SOPs to enhance efficiency and service quality.

• Review and triage customer tickets for quality, completeness, and accuracy.

• Collaboration & Reporting:

• Interface with Product, Engineering, Sales, and Operations to communicate customer needs and pain points.

• Create regular reports and dashboards for leadership to review team performance and trends.

• Contribute to Knowledge Base articles and ensure engineers actively contribute to internal documentation.

• Other duties as assigned and related to the nature of this role and company initiatives.

Qualifications
Education:

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience) is strongly preferred.

Experience

• Minimum of 5+ years of experience in technical support or help desk environments, including 1–2 years in a supervisory or lead role is required.
• Strong understanding of SSL/TLS, certificate lifecycle, and server/network troubleshooting.
• Proven experience working with enterprise clients and managing escalations.
• Familiarity with ticketing systems such as Salesforce, Zendesk, or Freshdesk.

Ideal Candidate Profiles, Talents, And Desired Qualifications

• Strong leadership and interpersonal communication skills.
• Analytical and detail-oriented with a proactive mindset.
• Proficiency in tools such as Salesforce Service Cloud, JIRA, Excel, and dashboarding platforms like Power BI.
• Ability to coach and mentor technical team members effectively.
• Customer-first attitude with a strong sense of ownership.
• Superior customer service and phone mannerism are required to handle support of Sectigo's customer base.
• Computer literacy skills must include the use of e-mail, databases, and word processing applications.
• Strong experience on handling customer issues and possess qualities such as integrity, fair mindedness, and a persuasive, congenial personality.
• Excellent verbal and written communication skills.
• Must have the ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base.
• Must be able to work shift work Monday through Friday including holidays based on business needs and possible Weekends and after hours.
• Must be willing to carry the after-hour Support pager.
• Operate well in a fast-paced, dynamic, and global environment without requiring significant supervision.
• Can think creatively and independently to resolve conflict as well as solve problems.

Additional Information

Global team. Global reach. Global impact.
At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.