Technical Support Lead

About the Role

We are looking for an experienced Technical Support Lead to lead and develop a five-person customer support team. This is a people-focused leadership role with responsibility for customer satisfaction, service delivery, SLA performance and complex customer escalations . You’ll work closely with the team and customers while continuously improving how we deliver support.

You don’t need to be the most technical person in the room. We’re looking for someone who understands complex technical environments, knows how to ask the right questions and, most importantly, knows how to lead, coach and develop a strong technical support team .

Responsibilities

• Lead, coach and develop a five-person technical support team, setting clear objectives and supporting individual performance and career development.
• Own customer satisfaction and service delivery , ensuring SLAs and service expectations are consistently met.
• Lead complex customer escalations , coordinating the right people and ensuring clear communication through to resolution.
• Monitor service performance and KPIs , identify trends and use insights to drive improvements.
• Continuously improve support processes to increase quality, efficiency and customer experience .
• Provide direction on complex technical support issues while empowering the team's technical specialists to develop and implement solutions.
• Partner with colleagues across the business to resolve customer issues and improve the overall support experience.

Education

/ Qualifications

• Experience leading a technical, software, application or customer support team , ideally within an enterprise/B2B software environment.
• Strong people-management experience, including coaching, performance management, objective setting and career development .
• Experience owning customer satisfaction and SLA performance .
• Strong experience managing customer escalations and senior stakeholders.
• Good technical understanding and the ability to guide a team through complex support challenges without needing to be the hands-on technical expert.Experience using service metrics and KPIs to understand performance and drive improvements.
• Strong communication, problem-solving and decision-making skills.
• Professional fluency in German and English .
• Willingness to work in a hybrid environment, ideally spending approximately three days per week in the office .

Nice to have

Experience with IT service management and ITIL principles. Experience driving continuous service improvement, process optimisation and resource planning. Knowledge of Video Management Systems (VMS), CCTV/video surveillance, physical security software or access-control solutions . Most importantly, we're looking for a people-focused Support leader who enjoys developing teams, building strong customer relationships and finding better ways to deliver an excellent support experience.

About Octave Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle

• Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option. Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most. Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn . Why work for Octave? All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world. Everyone is welcome At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all. Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.