Global Technology Lead

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeSupport Full time $80,000 - $120,000
Job Overview

This role encompasses leading and developing a team of Technical Support Engineers. The team provides expert assistance to customers worldwide, handling complex database issues with open source expertise.

The position operates within a structured framework, reporting to a Support Manager and overseeing a group of world-class Technical Support Engineers. Key areas of focus include operational excellence, technical quality, team growth, and effectiveness. You will contribute to the development of high-end, consultative support for open source database technologies like MySQL, MongoDB, PostgreSQL, and Redis.

This is not a traditional call center environment; your engineers work on intricate customer challenges across various environments. You will guide, coach, and support them in resolving these challenges, ensuring they have necessary tools, processes, and culture.

Responsibilities:

  • Lead a high-performing team of Technical Support Engineers across time zones.
  • Mentor and coach engineers through technical and non-technical challenges.
  • Manage scheduling, coverage, escalations, and rotation planning.
  • Promote accountability, learning, and consistency within your team.
  • Drive continuous improvement in operations and service delivery.
  • Track KPIs such as SLA performance, response/resolution times, CSAT, and internal process adherence.
  • Identify and address performance gaps through structured feedback and support.
  • Partner with other supervisors and managers to ensure seamless global operations.
  • Oversee ticket quality, communication, and customer satisfaction.
  • Participate in escalation handling, ensuring timely and effective outcomes.
  • Promote knowledge sharing via documentation, internal mentoring, and retrospectives.
  • Stay informed at a high level on relevant technologies and industry shifts.
  • Work with open source technologies (especially databases like MySQL, PostgreSQL, MongoDB, or Redis).
  • Supervise or participate in customer-facing teams in a high-expectation environment.
  • Mentor others in both soft skills and technical troubleshooting.
  • Balance the needs of customers, employees, and company goals.

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