Frontline Support Team Lead
About the Role
You will act as a hands-on technical expert and team leader, mentoring frontline engineers while directly resolving the most complex customer issues. You will investigate cryptocurrency transaction problems, analyze blockchain ledger logs and cryptographic implementations, and own critical cases through to SLA-compliant resolution. You will lead training, create playbooks and knowledge-base articles, drive process improvements and automation, participate in incident response, and collaborate with Product, Engineering, DevOps, Customer Success, and Sales to prevent and resolve systemic issues.
Requirements
- 5-7 years of technical support experience, with at least 1-2 years in a senior or lead capacity
- Proven leadership experience managing or mentoring technical teams for at least 1-2 years
- Expert-level troubleshooting skills and ability to work under high pressure
- Strong written and verbal communication skills
- Experience with SaaS platforms and enterprise-level technical support
- API implementation, debugging, and integration experience
- Flexibility to support unorthodox hours and participate in weekend P1 escalations
- Willingness to travel internationally for training and customer visits
- Blockchain and cryptocurrency knowledge preferred, including transaction analysis and wallet integration
- Scripting proficiency in Python, Bash, or similar languages for automation and analysis (preferred)
- DevOps/SRE experience with cloud infrastructure and monitoring tools (preferred)
- Understanding of cryptographic algorithms used in blockchain networks (elliptic curve, hashing, public key cryptography) (preferred)
- Database querying and log analysis capabilities
- Bachelor's or Master's degree in Computer Science, Engineering, or equivalent technical field preferred
- Relevant professional certifications in cloud platforms, security, or blockchain technology are a plus
Responsibilities
- Deliver expert-level technical support for the SaaS platform
- Investigate and resolve complex issues including cryptocurrency transactions, balance discrepancies, API integrations, and third-party connectivity
- Serve as the primary escalation point for frontline engineers
- Analyze blockchain ledger logs, transaction flows, and cryptographic implementations
- Own critical customer cases through to resolution and ensure SLA compliance
- Mentor and coach frontline support engineers
- Lead technical training sessions and onboarding for new team members
- Conduct regular one-on-ones and develop training materials, playbooks, and knowledge base articles
- Drive adoption of AI/ML and automation to improve case deflection
- Establish and enforce case management and root cause analysis standards
- Review and approve escalations and ensure quality control on case handling and communication
- Identify process inefficiencies and lead improvement initiatives
- Maintain dashboards and report on team performance and customer satisfaction
- Collaborate with Product, Engineering, DevOps, Customer Success, and Sales on escalations and product feedback
- Participate in incident response and act as support liaison during critical outages
- Lead special projects to improve support tooling, automation, and readiness for product launches