Technical Support Team Lead

About the role

Improvado is seeking a Technical Support Team Lead to build and manage the automation and AI layer that powers its support organization. You will design and ship AI agents, workflows, and tools that make support fast, reliable, and scalable.

Key responsibilities

• Build and maintain automations and AI agents using tools such as Claude Code, n8n, Make, and the MCP setup to reduce manual support work.
• Write playbooks, documentation, and process guides; identify recurring issues and address root causes.
• Investigate complex data pipeline problems (API → SQL → platform) and coach the team on advanced troubleshooting.
• Lead a small team of analysts, set priorities, manage escalations, ensure SLA compliance, and conduct post‑mortems.
• Collaborate with Engineering, Product, and Customer Success on bug feedback and support tooling.
• Explore and test new AI models, agent frameworks, and automation tools, bringing effective solutions into production.

Required profile

• Hands‑on experience building LLM‑based agents or automation workflows that are in production.
• Strong problem‑solving mindset, able to trace issues to their root cause and prevent recurrence.
• Proven ability to lead or mentor a small team, stay calm under pressure, and own end‑to‑end outcomes.
• Excellent written English communication and clear, structured documentation skills.

Required skills

• Python scripting
• Automation platforms (n8n, Make, Zapier)
• LLM tools (Claude Code or similar)
• SQL and relational database expertise

What we offer

• Remote‑first work environment
• Strong product/market fit with enterprise customers
• 20 working days of PTO per year plus US holidays
• Professional development reimbursement