{"id":2494042,"url":"https://alion.io/job/global-e-technical-support-team-lead","title":"Technical Support Team Lead","company":{"id":49221,"name":"Global-e","domain":"global-e.com","url":"https://alion.io/company/global-e","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"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":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":127000,"max_usd":257000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1099},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-12T18:52:12Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-14T03:56:06Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Description\nGlobal-e (Nasdaq: GLBE) is the world’s leading platform for global direct-to-consumer e-commerce, enabling brands and retailers to seamlessly sell worldwide, delivering localized experiences across markets.\nTrusted by some of the world’s most recognized brands including Adidas, Alo Yoga, Logitech, Hugo Boss, Marc Jacobs, and Victoria’s Secret, we operate on a massive global scale through dynamic teams across North America, EMEA, and APAC.\nOur technology-based end-to-end solution combines advanced localization capabilities, streamlined global operations and extensive big-data analytics, covering everything merchants need to scale worldwide. We’re a fast-moving, highly collaborative company where innovation, creativity, ownership, and impact are part of everyday work.\nWe are looking for a Technical/Application Support Team Lead to join our Technical Support Team in Atlanta. This team is responsible for providing support and service to Global-e's merchants, as well as being an internal technical focal point.\nYou will be responsible for day-to-day management of our Application Support Engineers, ensuring that production issues are resolved quickly and professionally.\nResponsibilities\nManage the application support engineers, providing line management, mentoring and engagement. \nEstablish work procedures and policies according to department standards. \nSet, monitor, and manage team targets to ensure KPI and SLA achievement.\nEnsure ticket queues are managed effectively across Zendesk and JIRA.\nRaise support-related concerns, issues, and improvement feedback to management. \nPromote self-service plans to reduce inbound ticket volume. \nProvide technical support to customers and serve as an escalation point both internally and externally. \nHandle any escalations that require immediate attention from management. \nWork collaboratively and cross-functionally with other departments. \nPresent team performance reports and conduct team member performance evaluations. \nMaximize productivity and ensure the team is highly motivated.\nRequirements\n3+ years of experience in an Application Support Lead/Managerial role. \nExperience in people management and technical direction.\nDemonstrable experience of leading a successful team with the ability to motivate and deliver results on a consistent basis. \nExperience in providing services to agreed SLA's/OLA's. \nExperience in Problem and Incident Management according to ITIL standards. \nAbility to work in a fast-paced environment. \nExperience with managing root cause analysis and incident reports. \nExcellent interpersonal and communication skills. \nExperience working in customer service environments, with a strong understanding of customer support standards and service-oriented communication.\nPrior development experience or previous experience in an eCommerce environment is a strong advantage.\nThis is a hybrid role and requires in-office presence 3x a week at our Atlanta, GA office.\nGlobal-e is an equal opportunity employer. Our team is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and welcome applications from people of all walks of life","description_format":"text","description_chars":3170,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce"],"lifecycle":[{"event":"open","at":"2026-10-14T03:56:06Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":46,"reasons":["conf:2","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/global-e-technical-support-team-lead","json_url":"https://alion.io/job/global-e-technical-support-team-lead.json","meta":{"generated_at":"2026-10-14T08:44:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9470,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":49221},"rest":"https://alion.io/mcp/rest/get_company?id=49221"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fglobal-e-technical-support-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fglobal-e-technical-support-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fglobal-e-technical-support-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/global-e-technical-support-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fglobal-e-technical-support-team-lead"}]}