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The Support Shift Lead is responsible for providing leadership and guidance to support teams, managing issues and service requests, tracking ticket progress, onboarding new personnel, managing customer relationships, and ensuring SLA requirements are met. Requires 3+ years of experience leading a technical support team in a cloud environment.

The Escalation Manager oversees escalation management procedures and coordinates prompt customer support for SaaS customers, aiming to increase customer satisfaction. Responsibilities include serving as a point of escalation, monitoring cases, overseeing implementation handoffs, analyzing escalation volumes, and building customer relationships. Qualifications include a bachelor's degree and 3+ years of managing a technical support team in a cloud environment.