Technical Support Team Lead, Pressable

Role overview

This is a leadership opportunity in a round-the-clock technical support setting centered on managed WordPress hosting. The role blends people leadership with hands-on customer support, so you will both guide a team of technical support engineers and personally handle complex customer situations. In addition to owning day-to-day support performance, you will help improve processes, service quality, and overall customer experience. The position is for a candidate based in Ireland and is being shared on behalf of a partner organization that will handle the application process and subsequent hiring steps.

The right person will bring strong technical depth, a coaching mindset, and the ability to operate effectively in a fast-moving environment. Success in the role will show up through stronger team capability, better customer outcomes, and more efficient support operations.

Key accountabilities

• Guide, coach, and support a team of technical support engineers while building a collaborative, high-performance culture.
• Work alongside the team as a player-coach by resolving advanced customer issues, carrying out website audits, supporting migrations, and managing escalations.
• Track, review, and report on team output, SLA adherence, and customer satisfaction measures.
• Run recurring one-to-ones, coaching conversations, and performance reviews to encourage growth and accountability.
• Refine and strengthen support workflows, escalation routes, and operating practices to improve quality and efficiency.
• Create and deliver learning programs that build technical knowledge and customer communication capability.
• Coordinate schedules, coverage, and staffing allocation to keep 24/7 support consistently available.
• Partner with Product, Sales, Engineering, and other teams to surface customer feedback and influence improvements.
• Spot recurring technical problems and drive durable fixes that lower ticket volume and improve platform reliability.
• Act as the escalation owner for urgent or high-impact issues, ensuring fast and effective resolution.

Required experience and capabilities

• Background in technical support leadership, team supervision, or senior customer support work within SaaS or hosting.
• Strong practical knowledge of WordPress and managed hosting environments.
• Experience leading or mentoring technical teams and improving performance.
• Ability to troubleshoot advanced issues involving site performance, hosting setup, and migrations.
• Solid understanding of support operations, SLAs, and KPI management in a 24/7 service model.
• Clear communication skills with the ability to explain technical subjects to both technical and non-technical people.
• Strong planning, prioritization, and decision-making ability in demanding environments.
• Experience creating or improving playbooks, workflows, or training material.
• Calm, customer-focused approach when handling escalations and sensitive situations.
• Structured, proactive, and outcome-driven leadership style.

Benefits and working environment

• Fully remote setup with flexibility and collaboration across global teams.
• Competitive pay aligned to experience and scope of impact.
• Open vacation policy to support work-life balance and autonomy.
• Support for home office setup plus coworking allowances.
• Health, dental, and vision coverage for eligible employees depending on location.
• Life and disability insurance for eligible employees depending on location.
• Retirement savings support, such as 401(k) matching for eligible employees.
• Paid learning and development support, including training, books, and conferences.
• Opportunity to work within a global distributed company with strong engineering and product collaboration.
• A role with direct influence on customer experience, team growth, and support strategy at scale.

Application and data handling notes

This opportunity is managed through a partner company, which will review applications and oversee the next steps in the hiring process. The partner uses an AI-assisted matching approach to help review applications fairly and efficiently, with human decision-making retained for the final hiring stage.

By applying, candidates acknowledge that personal data may be processed to assess candidacy and share relevant information with the hiring employer in line with applicable data protection laws, including GDPR. Individuals may exercise rights such as access, correction, deletion, and objection. AI tools may assist with parts of the screening process, but they do not replace human judgment.