Your role
As the Team Lead for Advanced Service Partner Support, you are our most senior technical expert and a hands-on mentor. You will not only manage your own queue of complex escalations but also serve as the primary point of guidance and support for the engineers on your team. You will be responsible for day-to-day workflow management, quality control, and acting as the first point of escalation for challenging cases.
This is a role for a natural leader who is passionate about technology and enjoys elevating the skills of their teammates. You will be instrumental in driving technical consistency, troubleshooting the toughest problems, and ensuring the team's success.
You are a go-to technical expert who naturally steps up to lead and guide your peers. You have a passion for mentoring and find satisfaction in helping others succeed. You remain calm and focused under pressure, able to navigate technically complex and emotionally charged situations with confidence. You lead by example, demonstrating an unwavering commitment to quality, ownership, and partner satisfaction.
What you’ll do
- Act as a "player-coach," managing your own caseload of the most complex partner escalations while providing daily guidance and mentorship to the team.
- Serve as the first point of technical escalation for team members, providing expert advice and taking ownership of issues when necessary.
- Monitor team queues and dashboards to ensure proper case distribution, adherence to SLAs, and consistent quality.
- Lead the team's root cause analysis efforts, helping to identify trends and contributing to reports for leadership.
- Assist in the onboarding and training of new team members, acting as a dedicated mentor to accelerate their development.
- Champion the partner escalation playbook, ensuring the team follows best practices and helping to refine processes.
- Participate in the interview process for new candidates.
- Foster a collaborative and positive team environment focused on knowledge sharing and mutual success.
Skills you’ll bring
- Required: 6+ years of experience in a senior technical support role (e.g., Tier 3, Escalation Management, Senior/Principal Engineer).
- Required: Extensive, hands-on experience in customer and partner de-escalation and managing critical technical incidents.
- Highly Desired: Prior formal or informal experience in a mentorship or team lead capacity.
- Deep technical mastery of VoIP, UCaaS, or complex SaaS products, with the ability to troubleshoot issues others cannot.
- Strong understanding of SIP, local networking (QoS, Firewalls), and packet capture analysis.
- Excellent communication and interpersonal skills, with a proven ability to mentor and develop technical talent.
- Bachelor's degree and/or technical certification (e.g., CCNA, Network+) is preferred.
