Technical Support Engineering Team Lead responsible for overseeing a 24/7 support engineering function, providing leadership, escalation management, and operational oversight. The role focuses on driving high service standards, incident response, and continuous improvement while collaborating closely with engineering and infrastructure teams.
Key duties include mentoring team members, managing production incidents, improving processes and monitoring, and ensuring effective communication across stakeholders. Requires strong experience in technical support or service operations, leadership capability, and the ability to perform under pressure in a fast-paced, customer-focused environment
Main Responsibilities
Provide day-to-day leadership, guidance, and support to the 24x7 Technical Support Engineering team.
Lead by example and promote a culture of professionalism, accountability, ownership, continuous learning, and customer focus.
Act as the primary technical and operational escalation point for Technical Support Engineers.
Ensure all Technical Support Engineers are appropriately trained, supported, and equipped to perform their responsibilities effectively.
Coach, mentor, and develop team members, creating opportunities for both technical and professional growth.
Drive adherence to SOPs, operational runbooks, escalation frameworks, incident management processes, and service standards.
Coordinate the response to production incidents, operational alerts, customer-impacting events, and service disruptions.
Work closely with Platform Engineering, SRE, DevOps, Infrastructure, Security, and Software Engineering teams to escalate, investigate, and resolve complex technical issues.
Build strong working relationships with Customer Service and Operations teams to ensure effective communication and rapid resolution of customer-impacting incidents.
Ensure operational handovers between shifts are completed accurately and consistently.
Review recurring incidents, operational challenges, monitoring effectiveness, and support trends, identifying opportunities for improvement.
Participate in incident reviews, root cause analysis activities, and post-incident follow-up actions.
Maintain and improve operational documentation, knowledge articles, runbooks, SOPs, and escalation procedures.
Support onboarding activities and ensure new team members are integrated effectively into the Technical Support Engineering function.
Identify opportunities to improve operational processes, tooling, automation,monitoring, and team workflows, working collaboratively with Engineering, Platform, SRE, DevOps, and Operations teams to drive efficiencies and service improvements.
Actively contribute to improving service reliability, operational efficiency, monitoring coverage, and customer experience.
Remain hands-on and actively engaged in operational activities while providing leadership and oversight to the wider team.
Main Requirements
Proven experience within Technical Support, Production Support, Service Operations, Incident Management, NOC, or similar operational environments.
Experience acting as a Team Lead, Shift Lead, Senior Technical Support Engineer,
Senior Production Support Engineer, or similar leadership role.
Strong understanding of production support, incident management, operational monitoring, service reliability, and escalation management.
Experience supporting customer-facing production systems within a 24x7 environment.
Strong troubleshooting and technical investigation skills.
Experience working with Engineering, Platform, SRE, DevOps, Infrastructure, and Security teams to resolve production issues.
Excellent communication, coordination, and stakeholder management skills.
Strong mentoring and coaching capabilities.
Ability to remain calm, organised, and decisive during high-pressure incidents.
Strong problem-solving and decision-making skills.
Ability to drive operational discipline and maintain high standards across the team.
Nice to Have
Experience supporting highly available online platforms and distributed systems.
Familiarity with observability platforms, monitoring tools, dashboards, logging platforms, and alerting frameworks.
Experience with Major Incident Management and Incident Command processes.
Knowledge of Site Reliability Engineering, Platform Engineering, DevOps, and modern cloud environments.
Experience within online gaming, fintech, SaaS, or other high-availability industries.
Experience creating operational runbooks, knowledge bases, training programmes, and support documentation.