Sobre esta vaga de Team Lead, Support Engineering na Floqast
As a Team Lead, Support Engineering at FloQast, you will lead a specialized team dedicated to delivering exceptional technical support for FloQast customers across the Accounting Workflow Automation Platform. Like all roles on the FloQast Support team, this is a hands-on leadership position. You will report to a Manager or Director of Support Engineering and run your team with a high degree of autonomy, balancing your time between hands-on work and people management, ensuring you remain a primary resource for your team while mentoring Technical Support Engineers to unblock customers effectively.
Responsibilities
Lead a specialized team of Technical Support Engineers dedicated to unblocking customers through troubleshooting and technical administrative and configuration work across the FloQast Accounting Workflow Automation Platform.
Own talent strategy for the team, including hiring, onboarding, training, 1:1 meetings, annual reviews, performance coaching, and career development.
Oversee the team's work and collaborate asynchronously with US colleagues and leadership.
Build and optimize processes such as routing work between teams, and drive improvements through AI, tooling, documentation, and data insights.
Maintain strong proficiency in the FloQast platform, staying current with features and limitations, product updates, future roadmap, and best practices to effectively support both customers and the team.
Remain hands-on with the team's work, including configuration requests, focusing your bandwidth where it can best help customers and the team.
Leverage internal admin tools (Admin Portal) to execute CRUD operations in the database.
Track and report on key Support metrics and queue health, including request volume and urgency, ensuring accurate prioritization, timely responses, and effective resolutions.
Cultivate a high-performance culture rooted in our Support Values: Empathetic Helpers, Technical Problem Solvers, Trusted Product Experts, Generous Collaborators, and Thoughtful Communicators.
Contribute to special projects and initiatives as assigned, leveraging expertise and a creative problem-solving skillset to help the department and company achieve its goals.
What You'll Bring
5+ years of functional experience in Technical Support, IT operations, or a related technical field, or equivalent experience.
2+ years of people management experience, including hiring and onboarding.
Demonstrated success in managing individual contributors in technical roles.
Demonstrated ability to lead a team independently.
Strong written communication skills and experience working with colleagues globally across multiple time zones.
Strong technical aptitude with the ability to quickly master complex products and rapidly evolving platform features.
Proven ability to balance long-term strategic initiatives with day-to-day operational leadership.
Experience partnering with cross-functional stakeholders on both operational initiatives and proactive improvements.
Nice to Haves
Relevant experience with the FloQast platform or comparable B2B fintech products.
Degree in Business, IT, Computer Science, Accounting, Finance, or a related field.
Professional experience or familiarity with principles in Accounting, Internal Audit, External Audit, Compliance, Finance, or related fields.
Experience building or scaling a new team.
Expertise and/or certifications in Zendesk administration.
Familiarity with support automation strategies and AI support tools.
Familiarity with tools like Jira, Grafana, and Highspot, and with AI tools such as Claude, ChatGPT, other LLMs, and specialized support AI tooling.
Experience supporting employees across distributed offices and/or remote locations, domestically and/or internationally.
Exposure to Sales/Customer Success methodologies or frameworks that enhance retention and expansion.
