MS Shift, Inc. · 1 day ago
Technical Team Lead
New York, NY
Full-time
Onsite
Senior Level
$80K/yr - $100K/yr
5+ years expMS Shift, Inc. is seeking a Technical Team Lead to guide a support team in a dynamic SaaS environment. This role involves providing hands-on technical support while leading the team to ensure high-quality customer experiences and scaling support operations.
HospitalitySoftware
Hiring Manager
Ori Zur
Responsibilities
Lead and mentor a team of Technical Support Engineers (L1–L3)
Own escalations and resolve complex technical issues
Monitor SLAs, ticket queues, and support KPIs (FRT, MTTR, CSAT)
Improve support processes, workflows, and documentation
Collaborate with Engineering on bugs, fixes, and releases
Ensure consistent, high-quality customer communication
Support onboarding and training of new team members
Identify recurring issues and drive root-cause solutions
Qualification
Required
5+ years in Technical Support or Support Engineering
3+ year in a Team Lead, Senior, or Escalation role
Strong troubleshooting skills (applications, APIs, databases, logs)
Experience with ticketing systems (Zendesk, Jira, Freshdesk, etc.)
Ability to communicate technical issues to non-technical users
Calm under pressure with strong ownership mindset
Preferred
SaaS or enterprise software experience preferred
SQL or scripting experience
Experience supporting enterprise or B2B customers
Knowledge of ITIL or structured support frameworks
Hospitality, security, or operations software exposure
Benefits
Competitive compensation
Growth path into Support Management
Company
MS Shift, Inc.
MS SHIFT is an established software and technology company that services the leading hotels of the world.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
O
Ori Zur
CEO
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