Application Support Team Manager (SaaS / Night Shift)

We are seeking a hands-on and highly capable Team Lead to oversee our Tier 2 Application Support team for a mission-critical SaaS platform. This role combines leadership, technical troubleshooting, and customer-focused service delivery to ensure platform reliability and client satisfaction.

Leadership & Team Management

• Lead, coach, and develop support engineers and analysts.
• Manage team workload, monitor performance metrics, and drive continuous improvement.
• Serve as primary escalation point for complex technical issues.
• Collaborate with Engineering, Product, and Customer Success teams to ensure resolution and service excellence.

Technical Support Tier 3

• Provide advanced troubleshooting for application issues, including backend services, APIs, integrations, and data inconsistencies.
• Analyze logs, monitor system health, and perform root cause analysis.
• Partner with development teams to re...