Technical Support Team Lead - Global-e
About this role
Open Positions Technical Support Team Lead Professional Services United States, Atlanta, GA Global-e (Nasdaq: GLBE) is the world’s leading platform to enable and accelerate global, direct-to-consumer cross-border e-commerce growth. The chosen partner of hundreds of retailers and brands across the United States, Europe and Asia, Global-e makes selling internationally as simple as selling domestically. With Global-e, retailers and brands can increase international traffic conversion and grow sales by offering customers in over 200 destinations worldwide a seamless localized shopping experience. Our end-to-end e-commerce solutions combine best-in-class localization capabilities, big-data best-practice business intelligence models, streamlined international logistics and vast cross-border experience, enabling online retailers to sell to and from anywhere in the world and seamlessly expand their brand worldwide. Our people play the key role in our success, and we are always looking for more driven, talented and ambitious individuals to join our growing international family. We are looking for a Technical/Application Support Team Lead to join our Technical Support Team in Atlanta. This team is responsible for providing support and service to Global-e’s merchants, as well as being an internal technical focal point. You will be responsible for day-to-day management of our Application Support Engineers, ensuring that production issues are resolved quickly and professionally. Responsibilities Manage the application support engineers, providing line management, mentoring and engagement. Establish work procedures and policies according to department standards. Set, monitor, and manage team targets to ensure KPI and SLA achievement. Ensure ticket queues are managed effectively across Zendesk and JIRA. Raise support-related concerns, issues, and improvement feedback to management. Promote self-service plans to reduce inbound ticket volume. Provide technical support to customers and serve as an escalation point both internally and externally. Handle any escalations that require immediate attention from management. Work collaboratively and cross-functionally with other departments. Present team performance reports and conduct team member performance evaluations. Maximize productivity and ensure the team is highly motivated. Requirements 3+ years of experience in an Application Support Lead/Managerial role. Experience in people management and technical direction. Demonstrable experience of leading a successful team with the ability to motivate and deliver results on a consistent basis. Experience in providing services to agreed SLA’s/OLA’s. Experience in Problem and Incident Management according to ITIL standards. Ability to work in a fast-paced environment. Experience with managing root cause analysis and incident reports. Excellent interpersonal and communication skills. Experience working in customer service environments, with a strong understanding of customer support standards and service-oriented communication. Prior development experience or previous experience in an eCommerce environment is a strong advantage. This is a hybrid role and requires in-office presence 3x a week at our Atlanta, GA office. Global-e is an equal opportunity employer. Our team is made up of people from a wide variety of backgrounds and lifestyles.
What this role is, and what else it is called
Employers in the UK advertise this kind of work as IT Support Engineer, IT Support Technician, Technical Support Engineer and Support Engineer too, so it is worth searching more than one wording. It is a lead or principal IT Support & Service Desk role in the UK, advertised as hybrid, splitting time between home and the office.
About hiring at Global E
Global E has 4 other live technology roles on its careers page, across IT Support & Service Desk, Software Engineering and DevOps, Platform & SRE. Of those, 0% are advertised as fully remote and 20% as hybrid. Elsewhere in its adverts Global E asks for AWS, Kubernetes, SQL, Python and Terraform. See all Global E roles, salaries and stack.
How this role compares to the market
201 live UK roles list Jira right now, from 124 employers. The median advertised salary is £43,961; 27% are advertised as remote. Browse Jira roles.
Lead and principal roles make up 1,635 of the live UK IT market and advertise a median of £80,000.
Market figures are today's snapshot of live UK roles on employer careers pages; see hiring trends.
Technologies mentioned
Detected on Global E's careers page. ProdReady Recruitment lists this vacancy as an aggregator and is not the employer; applications go to the employer's own site.