Pressable
Technology
TechnicalSupportTeamLead
Neural analysis suggests this role is
optimal for Manager candidates.
“Technical Support Team Lead at Pressable. Skills: Technical Support, Team Management. The Technical Support Team Lead will lead, mentor, and develop a team of Technical Support Engineers, fostering a high-performing and collaborative support culture. This role acts as a player-coach, directly handling complex customer issues, website audits, migrations, and escalations while monitoring team performance metrics and SLAs. The lead will also design, implement, and improve support processes, workflo”
What You'll Achieve.
Identify recurring technical issues and implement long-term solutions to reduce ticket volume and improve system stability. Direct impact on customer experience, team development, and support strategy at scale.
Industry & Context.
migrations; escalations; system stability
The company uses an AI-powered matching process for applications and the final decision is managed by their internal team. Data privacy is acknowledged upon application submission.
What They're Looking For.
Must Have
Proven experience in technical support leadership, team management, or senior customer support roles in a SaaS or hosting environment. Hands-on ability to troubleshoot complex technical issues, including website performance, hosting configuration, and migrations. Understanding of customer support operations, SLAs, and support KPIs in a 24/7 environment. Excellent communication skills with the ability to translate technical topics for both technical and non-technical audiences. Organizational, prioritization, and decision-making skills in fast-paced environments. Ability to handle escalations calmly and effectively while maintaining a customer-first mindset.
Nice to Have
Experience building or improving support processes, playbooks, or training programs. Proactive, structured, and results-oriented approach to leadership and problem-solving.
What You'll Do.
The Technical Support Team Lead will lead, mentor, and develop a team of Technical Support Engineers, fostering a high-performing and collaborative support culture.
This role acts as a player-coach, directly handling complex customer issues, website audits, migrations, and escalations while monitoring team performance metrics and SLAs.
The lead will also design, implement, and improve support processes, workflows, and escalation paths to enhance efficiency and quality, and collaborate with cross-functional teams to drive product improvements.
How You'll Work.
Team & Collaboration
Collaborate with Product, Sales, and cross-functional teams to share customer insights and drive product improvements.
Communication Scope
executive presentations; technical writing; customer communication
Process & Methodology
scheduling, resource allocation
Full Job Description
## Accountabilities Lead, mentor, and develop a team of Technical Support Engineers, fostering a high-performing and collaborative support culture Act as a working manager (“player-coach”), directly handling complex customer issues, website audits, migrations, and escalations Monitor, analyze, and report on team performance metrics, SLAs, and customer satisfaction indicators Conduct regular 1:1s, coaching sessions, and performance reviews to support individual growth and accountability Design, implement, and improve support processes, workflows, and escalation paths to enhance efficiency and quality Develop and deliver training programs to strengthen technical expertise and customer communication skills within the team Manage scheduling, coverage planning, and resource allocation to ensure 24/7 support continuity Collaborate with Product, Sales, and cross-functional teams to share customer insights and drive product improvements Identify recurring technical issues and implement long-term solutions to reduce ticket volume and improve system stability Serve as an escalation point for complex or high-impact customer situations, ensuring timely and effective resolution Requirements Proven experience in technical support leadership, team management, or senior customer support roles in a SaaS or hosting environment Strong technical background in WordPress and managed hosting infrastructure Experience managing or mentoring technical teams and driving performance improvements Hands-on ability to troubleshoot complex technical issues, including website performance, hosting configuration, and migrations Strong understanding of customer support operations, SLAs, and support KPIs in a 24/7 environment Excellent communication skills with the ability to translate technical topics for both technical and non-technical audiences Strong organizational, prioritization, and decision-making skills in fast-paced environments Experience building or improving support processes, playbooks,
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