Lead Technical Support Representative

TL;DR

Lead Technical Support Representative (Customer Support): Managing a technical support team and ensuring high-quality resolution of partner issues with an accent on operational performance, KPI management, and cross-functional collaboration. Focus on mentoring direct reports, handling escalations, and driving strategic improvements in partner experience.

Location: Must be based in Taguig City, Philippines (Hybrid: 3 days per week in-hub collaboration).

Company

A global software company providing secure infrastructure and tools to help IT service providers thrive.

What you will do

• Assist leadership in daily operations and manage POD-specific needs to ensure smooth workflows.
• Mentor and manage direct reports to support team growth and professional development.
• Act as an escalation point-of-contact for partner-facing calls and retention concerns.
• Monitor case handling, operational performance, and ensure alignment with KPIs.
• Collaborate with global teams including Product Management and Sales to improve communication.
• Lead small to medium projects while balancing technical responsibilities.

Requirements

• Must be based in or able to work from Taguig City, Philippines.
• Proven track record in software support and technical support principles.
• Hands-on experience with Windows Server, Active Directory, GPO, and event logs.
• Strong knowledge of networking concepts including DNS, TCP/IP, DHCP, VPN, and firewalls.
• Demonstrated ability to lead teams and manage projects in fast-paced environments.
• Excellent verbal and written communication skills for technical and non-technical audiences.

Culture & Benefits

• Medical and dental insurance coverage.
• Hybrid working model with 3 days of in-hub collaboration per week.
• Pension scheme with company contributions.
• Monthly internet and onsite pantry allowances.
• Generous PTO and observed holidays.
• Access to custom learning experiences through N-ablite Learning.