Team Lead, Technical Support (SaaS)

Location: United Kingdom - Remote

Company

hirify.global develops AI, cloud, and digital software for customer experience, financial crime prevention, and public safety across global enterprise markets.

What you will do

• Provide advanced technical support for contact centre software through phone, online, chat, and email channels.
• Analyse logs, traces, packet captures, network diagrams, and other technical data to identify root causes and resolve complex issues.
• Own escalated customer cases, manage priorities and SLA targets, de-escalate customers, and coordinate internal and third-party resources.
• Mentor colleagues on troubleshooting, communication, product knowledge, case management, and technical problem-solving.
• Create and maintain knowledge-base content using the Knowledge-Centred Service methodology and develop training materials.
• Document product defects and reliability issues, collaborate with Research and Development, and improve support processes and procedures.

Requirements

• 7+ years of experience in technical customer service, preferably in technical support.
• At least 3 years of advanced experience with SaaS, telecommunications, contact centre software, networking, VoIP, QoS, SIP, APIs, TCP/IP, HTTP/HTTPS, SFTP, scripting, load balancers, proxies, firewalls, and relational databases.
• Strong analytical, problem-solving, time-management, written, and verbal communication skills for complex, high-pressure, multi-platform environments.
• Experience driving escalated customer problems to resolution and working with Product Management, Research and Development, Quality Assurance, Professional Services, and senior management.
• Understanding of contact centre operations, telecommunications architecture, PBX, carriers, and VoIP.
• Bachelor’s degree in computer science, business information systems, networking, or a similar field, or equivalent work experience.

hirify.global-to-have">hirify.global to have

• Experience troubleshooting VoIP, telephony, MPLS, SIP, Ethernet, OC-X, 1+ and toll-free services.
• Workforce Management software or outbound dialler experience.
• Web Services, API, database, and SQL knowledge.
• Technical support experience in a software or telecommunications environment.

Culture & Benefits

• Remote work from the United Kingdom with a generally consistent schedule.
• Occasional flexible scheduling and on-call support are required.
• Work in a fast-paced, agile environment with cross-functional collaboration.
• Opportunity to mentor colleagues and contribute to technical training and knowledge development.