Related skills
customer support sre people management cross-functional collaboration leadership📋 Description
- Lead the Technical Support team on weekend 12-hour shifts (Fri-Sun) 10:00–22:00.
- Serve as Incident Commander for critical incidents during assigned weekend coverage.
- Provide coaching, remove obstacles, and drive service quality.
- Manage queue, escalations, and real-time decision support for incidents.
- Coordinate with Engineering, SRE, Product, and partners to speed resolution.
- Lead hiring, onboarding, and staffing for weekend coverage.
🎯 Requirements
- Minimum of 4 years in a customer or technical support role (SaaS/tech preferred).
- Bachelor’s Degree preferred.
- Familiar with incident management, ITIL, SRE or similar.
- Excellent written and verbal communication (required).
- Strong listening, empathy, and conflict-management skills (required).
- Data-driven decision making and KPI-driven accountability (required).
🎁 Benefits
- Named a 2025 Best Companies to Work For by U.S. News.
- Named 2025 Newsweek America’s Greatest Workplaces for Gen Z.
- Named a 2024 Best Technology Company to Work For by U.S. News.
- Named Forbes Most Trusted Companies in 2024.
- Named a 2024 Best Companies to Work For by U.S. News.
- Named 2024 PEOPLE Companies That Care by PEOPLE & Great Place To Work.
🛃 Visa sponsorship
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