Support Team Lead

NDA , Posted 3 days ago

Senior

Full time

Negotiable

Czech Republic

The Support Team Lead is responsible for support operations stability, end-to-end incident management, and SLA compliance. The role operates at the intersection of Support, Engineering, Product, and Delivery, ensuring predictable incident response and high-quality operational feedback.

What are you working on?

The name of the project(s): Waibee

For which tasks (responsibilities)?

Lead and manage the Support team and support operations processes

Own end-to-end incident management, including classification, prioritization, and escalation
Monitor and ensure SLA compliance for incident response and resolution
Coordinate closely with Engineering teams: incident routing, on-call alignment, and response control
Participate in releases from a Support readiness perspective and escalate operational risks
Aggregate customer pain points, recurring issues, and incident-driven feedback
Provide structured operational feedback to Product and Delivery teams
Develop and maintain the knowledge base and drive process automation
Prepare and present reporting on incidents, SLA performance, and systemic issues

What kind of professional are we looking for?

Experience leading a support team or owning incident management processes

Experience building and scaling first-line (L1) support team
Strong understanding of incident management practices and SLA-driven operations
Proven experience in escalation management and cross-team coordination
Excellent communication and leadership skills
Strong systems thinking and operational discipline
Technical background with understanding of APIs, DevOps tools, and modern IT systems
Experience prioritizing and managing complex, high-impact incidents
People management experience and team development skills
Practical experience with AI tools and automation
Fluent Russian and English