{"id":3059206,"url":"https://alion.io/job/floqast-team-lead-support-engineering","title":"Team Lead, Support Engineering","company":{"id":673137,"name":"FloQast","domain":"floqast.com","url":"https://alion.io/company/floqast","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":86,"open_postings":32,"ghost_share":0,"stale_share":0.344,"repost_share":0,"time_to_fill_p50_days":96,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":28000,"max_usd":74000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":33},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":true},{"name":"Claude","optional":true},{"name":"Grafana","optional":true},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-10-22T04:49:31Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-23T14:40:17Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"As a Team Lead, Support Engineering at FloQast, you will lead a specialized team dedicated to delivering exceptional technical support for FloQast customers across the Accounting Workflow Automation Platform. Like all roles on the FloQast Support team, this is a hands-on leadership position. You will report to a Manager or Director of Support Engineering and run your team with a high degree of autonomy, balancing your time between hands-on work and people management, ensuring you remain a primary resource for your team while mentoring Technical Support Engineers to unblock customers effectively.\nResponsibilities\nLead a specialized team of Technical Support Engineers dedicated to unblocking customers through troubleshooting and technical administrative and configuration work across the FloQast Accounting Workflow Automation Platform.\n\nOwn talent strategy for the team, including hiring, onboarding, training, 1:1 meetings, annual reviews, performance coaching, and career development.\n\nOversee the team's work and collaborate asynchronously with US colleagues and leadership.\n\nBuild and optimize processes such as routing work between teams, and drive improvements through AI, tooling, documentation, and data insights.\n\nMaintain strong proficiency in the FloQast platform, staying current with features and limitations, product updates, future roadmap, and best practices to effectively support both customers and the team.\n\nRemain hands-on with the team's work, including configuration requests, focusing your bandwidth where it can best help customers and the team.\n\nLeverage internal admin tools (Admin Portal) to execute CRUD operations in the database.\n\nTrack and report on key Support metrics and queue health, including request volume and urgency, ensuring accurate prioritization, timely responses, and effective resolutions.\n\nCultivate a high-performance culture rooted in our Support Values: Empathetic Helpers, Technical Problem Solvers, Trusted Product Experts, Generous Collaborators, and Thoughtful Communicators.\n\nContribute to special projects and initiatives as assigned, leveraging expertise and a creative problem-solving skillset to help the department and company achieve its goals.\n\nWhat You'll Bring\n5+ years of functional experience in Technical Support, IT operations, or a related technical field, or equivalent experience.\n\n2+ years of people management experience, including hiring and onboarding.\n\nDemonstrated success in managing individual contributors in technical roles.\n\nDemonstrated ability to lead a team independently.\n\nStrong written communication skills and experience working with colleagues globally across multiple time zones.\n\nStrong technical aptitude with the ability to quickly master complex products and rapidly evolving platform features.\n\nProven ability to balance long-term strategic initiatives with day-to-day operational leadership.\n\nExperience partnering with cross-functional stakeholders on both operational initiatives and proactive improvements.\n\nNice to Haves\nRelevant experience with the FloQast platform or comparable B2B fintech products.\n\nDegree in Business, IT, Computer Science, Accounting, Finance, or a related field.\n\nProfessional experience or familiarity with principles in Accounting, Internal Audit, External Audit, Compliance, Finance, or related fields.\n\nExperience building or scaling a new team.\n\nExpertise and/or certifications in Zendesk administration.\n\nFamiliarity with support automation strategies and AI support tools.\n\nFamiliarity with tools like Jira, Grafana, and Highspot, and with AI tools such as Claude, ChatGPT, other LLMs, and specialized support AI tooling.\n\nExperience supporting employees across distributed offices and/or remote locations, domestically and/or internationally.\n\nExposure to Sales/Customer Success methodologies or frameworks that enhance retention and 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