Team Lead, Technical Support [14h-22h]

BlueCat and LiveAction offer complementary solutions to enhance network performance and security. LiveAction’s Network Intelligence platform transforms complex data into actionable insights, providing organizations with a comprehensive view of their network, from network and application performance to security. This enables enterprise teams to rapidly resolve network issues at scale, accelerate threat response, increase employee productivity, and reduce business risk. Meanwhile, BlueCat provides a suite of solutions that help network, security, applications, and cloud and DevOps teams optimize the IP environment, driving business outcomes forward. 

Together, these platforms empower organizations to maintain robust, efficient, and secure network operations.

We are looking for a Team Lead, Technical Support (14h–22h) to join our Customer Care organization and lead support for LiveAction customers.

Our Customer Care team is a diverse, proactive group dedicated to delivering outstanding customer experiences. We thrive on problem-solving, collaboration, and being the trusted technical partner for our customers. As the Team Lead for LiveAction Technical Support, you will guide a team of skilled engineers while driving company-wide initiatives that ensure exceptional service, technical excellence, and customer success.

This role is ideal for an enthusiastic, hands-on leader with a strong technical background in network performance monitoring and observability, who enjoys mentoring others and taking ownership of customer outcomes.

Customer advocacy: Maintain a strategic, big-picture view of LiveAction customers by understanding their environments, network architectures, monitoring needs, and training gaps.

• Proactively raise awareness of time-sensitive and critical customer issues internally.

• Lead the daily operations of the LiveAction Technical Support team.

• Own and maintain support KPIs, goals, and objectives.

• Actively support the team during technical escalations, coordinating internal resources to drive timely resolution.

• Manage staff, including hiring, onboarding, performance reviews, staffing levels, coaching, and mentoring.

• Coordinate with training teams to ensure a high level of product knowledge, including new LiveAction features, integrations, and best practices.

• Develop and maintain career growth and development plans for team members.

• Provide consistent, balanced, and timely performance feedback, including case and escalation reviews.

• Apply performance management standards and processes in a fair and timely manner.

•Foster a positive work environment that supports continuous learning and technical growth.

• Act as a key liaison to Product and Engineering teams for issue identification, escalation, prioritization, and feedback.

• Effectively communicate and manage changes in operating procedures and support processes.

• Establish and enforce best practices and quality standards for LiveAction support.

• Provide leadership and support on special projects (Knowledge Base improvements, integrations, tooling, automation, AI initiatives etc.).

• 3+ years’ experience in a similar role supporting and leading teams in a network monitoring, performance, or observability environment.

• Strong technical background with technologies such as:

-Network protocols (TCP/IP, routing, QoS, multicast)

-APIs (REST), Linux, and troubleshooting in complex environments

-On-prem, hybrid, and cloud networking (AWS, Azure, GCP is a plus)

• Experience managing technical support engineers within a Customer Support organization for a software company.

• Passion for helping customers succeed and for delivering high-quality technical support.

• Strong ownership mindset with excellent critical decision-making skills.

• Ability to plan effectively while adapting quickly to changing priorities and customer demands.

• Proactive, energetic, and comfortable working in a fast-paced, multi-tasking environment.

• Proven ability to foster a collaborative, team-first culture.

• Excellent interpersonal skills with genuine empathy for customers and team members.

• Strong analytical skills; trustworthy, transparent, and detail-oriented.

• Excellent verbal, written, and presentation communication skills with strong problem-solving abilities.

• Ability to identify risks early, communicate them clearly, and take action.

• Experience developing, coaching, reinforcing, and managing operational standards, policies, and procedures.

• Proven track record of monitoring and improving team performance through leadership, coaching, and performance management.

If you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application! Our comprehensive benefits encompass your health, financial well-being, and overall wellness, and we are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture. At our core, we champion values such as transparency, curiosity, respect, and above all, the pursuit of enjoyment.

In addition, we offer a range of appealing perks, including:

A Professional Development Budget

Dedicated Wellness Days and Wellness Week

A Lifestyle Spending Account

An Employee Recognition Program

Join us in shaping the future of our organization, where your talent and dedication can truly thrive. We invite you to apply and become a valuable member of our team!

BlueCat is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. BlueCat will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.