Technical Support Team Lead

TL;DR

Technical Support Team Lead (SaaS): Lead the Johannesburg-based technical support team for a global procurement platform with an accent on follow-the-sun coverage, AI-native workflows, and high-value client escalations. Focus on optimizing support operations, triaging engineering tickets, and bridging customer needs with product improvements.

Location: On-site in Johannesburg, South Africa. Must be legally able to work in South Africa.

Company

Fast-growing SaaS startup transforming technology procurement with AI insights and agentic workflows, headquartered in London with global offices and $100M+ funding.

What you will do

• Lead and mentor the South African technical support team, fostering excellence and technical curiosity.
• Own follow-the-sun operations for seamless time-zone coverage and issue handovers.
• Act as senior technical contact for high-value clients, de-escalating complex issues.
• Collaborate with Account Managers to resolve technical friction in key accounts.
• Optimize AI-native support workflows for triage, documentation, and response times.
• Oversee Jira ticket quality to engineering with detailed logs and root-cause analysis.
• Lobby Product and Engineering using support data for permanent feature improvements.

Requirements

• 3+ years in B2B SaaS Technical Support, 1-2 years in Lead/Senior role.
• Advanced proficiency in APIs, SQL, SSO/SAML.
• Excitement for AI and agentic workflows to enhance team efficiency.
• Exceptional client-facing communication skills.
• Proven cross-functional collaboration with Account Management and Sales.
• Thrive in high-growth startup environment.

Culture & Benefits

• Outsized impact as foundational leader for South Africa technical support.
• World-class culture emphasizing transparency, growth, and diversity.
• Equity options to share in rapid growth.
• Global product trusted by leaders in 30+ countries.