Software Support Team Lead

Adaptavist • Information Technology • Enterprise Apps Implementation Partners • 3 days ago
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Salary
≈ $21k – $53k per year (Estimated)
Location
In office (Kuala Lumpur)
Seniority
Staff
Employment
Full-Time

Confirmed on the employer's own hiring board on Oct 10, 2026. First seen by Alion on May 20, 2026. Adaptavist scores B on the Alion truth index.

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Adaptavist

Partner with us and enhance your agility, optimise value delivery, and get firmly on the path to competitive advantage.
adaptavist.com • Kuala Lumpur • London • Developer Tools • IT Consulting & Digital Transformation • 501-1000 employees • Est. 2005

Join The Adaptavist Group, a global family of companies dedicated to helping businesses improve through teamwork, technology, and processes. As a Software Support Team Lead, you will guide and mentor a team of Software Support Engineers, ensuring smooth day-to-day operations and driving operational improvements. You will also act as a key escalation point for support engineers and collaborate cross-functionally to enhance the overall customer support experience.

Missions

  • Lead, mentor, and develop a team of highly skilled Support Engineers, setting clear expectations and providing regular feedback.
  • Take ownership of customer outcomes, ensuring support tickets are resolved to a high standard and acting as an escalation point for tickets or situations involving commercial risk.
  • Work with support metrics such as CSAT, FRT, RoR, SLA performance and ticket volumes, collaborating with leadership and cross-functional teams to meet KPIs, SLAs and OKRs.
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