Support Team Lead
The Support Team Lead is responsible for support operations stability, end-to-end incident management, and SLA compliance. The role operates at the intersection of Support, Engineering, Product, and Delivery, ensuring predictable incident response and high-quality operational feedback.
Responsibilities
Lead and manage the Support team and support operations processes
Own end-to-end incident management, including classification, prioritization, and escalation
Monitor and ensure SLA compliance for incident response and resolution
Coordinate closely with Engineering teams: incident routing, on-call alignment, and response control
Participate in releases from a Support readiness perspective and escalate operational risks
Aggregate customer pain points, recurring issues, and incident-driven feedback
Provide structured operational feedback to Product and Delivery teams
Develop and maintain the knowledge base and drive process automation
Prepare and present reporting on incidents, SLA performance, and systemic issues
Requirements
Experience leading a support team or owning incident management processes
Experience building and scaling first-line (L1) support team
Strong understanding of incident management practices and SLA-driven operations
Proven experience in escalation management and cross-team coordination
Excellent communication and leadership skills
Strong systems thinking and operational discipline
Technical background with understanding of APIs, DevOps tools, and modern IT systems
Experience prioritizing and managing complex, high-impact incidents
People management experience and team development skills
Practical experience with AI tools and automation
Fluent Russian and English
Nice to have
Experience in a product or high-load environment
Experience participating in release cycles and post-release analysis
Conditions and bonuses
Work in a dynamic and innovative Tech AI environment
Competitive salary package
Generous budgets for initiatives and growth opportunities
Vacation days 25, additional days off, and sick leave
Flexible working options
Clear paths for professional and career growth