Technical Support Lead

As a Technical Support Lead at Coherent, you'll oversee production support operations and ensure the stability and reliability of our systems. This role manages day-to-day support activities, including ticket handling, team coordination, incident response, and process improvement. The Tech Support Lead will own support operations end-to-end, making sure issues are resolved quickly, root causes are addressed, and the team runs efficiently.

Now you may be wondering what your day-to-day will look like. You will...

• Lead daily support operations, ensuring smooth handling of all tickets, incidents, and escalations
• Act as the main escalation point for complex issues and provide clear direction to the team
• Manage and prioritize Jira tickets, ensuring SLA adherence and timely updates to stakeholders
• Oversee production incident management, including triage, coordination with engineering, and root cause analysis
• Track, report, and communicate support metrics, incident trends, and operational performance to management
• Define, refine, and enforce processes for ticket management, escalation, and incident resolution
• Partner with product and engineering teams to align operational needs with platform improvements
• Ensure effective monitoring and alerting are in place, driving automation where possible
• Optimize workflows to improve team productivity and system reliability
• Mentor and coach team members, building strong operational discipline and accountability
• Contribute to long-term support strategy, balancing scalability, efficiency, and service quality
  

What skills the candidate will need to get the job done…

• 8+ years in technical support or analyst roles, with leadership experience in fast-paced environments.
• Deep Jira expertise, including workflow design, custom fields, permissions, and automation.
• Advanced Excel and VBA, with experience building and optimizing complex financial models.
• Strong SQL skills and experience with database management.
• Familiarity with scripting languages (Python, JavaScript, Java, or C#).
• Skilled in software testing, troubleshooting, and system maintenance.
• Basic knowledge of networking and operating systems.
• Strong organizational, communication, and stakeholder management skills.
• Proactive, detail-oriented, and process-driven problem solver.
  

Nice to have…

• Background in financial analysis, risk, or actuarial domains.
• Degree in a quantitative field (Math, Computer Science, Engineering, Finance).
• Financial modelling expertise.

Coherent is a software company with more than 100 people across Hong Kong, Singapore, USA, UK, Thailand, and India. We have a passion for making things work faster, simpler, and smarter. That passion extends to how we work, collaborate, and represent our growing brand.

Every Coherent team member is empowered to think creatively and act decisively to solve our clients' problems. We strive to cut away complexity and hierarchy, so you can focus on the work at hand. This means everyone gets opportunities to take the lead on projects and grow their skills and abilities. At Coherent, you don't just take a job, you seize the opportunity to build a career. We seek out individuals who show natural curiosity, determination, and enjoyment. And we help you thrive.

Perks of working at Coherent

• Competitive salary packages
• Health insurance (medical & dental)
• Flexible working arrangements
• Fun company events like hackathons
• Casual, non-hierarchical work environment
• Generous leave policies
• Global mobility opportunities
• Supportive, international team culture

We celebrate diversity and are committed to creating an inclusive environment for all employees. Our team is made stronger by the range of experiences and perspectives we bring to the table. We welcome applicants of all backgrounds and identities.