{"id":3816845,"url":"https://alion.io/job/plainid-technical-support-team-lead","title":"Technical Support Team Lead","company":{"id":2196908,"name":"PlainID","domain":"plainid.com","url":"https://alion.io/company/plainid","size_band":"51-200","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":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tel Aviv, Israel"],"countries":["IL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"Bash","optional":false},{"name":"Docker","optional":false},{"name":"IAM","optional":false},{"name":"Jira","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-05T15:50:31Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-07T13:27:57Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Description\nThe Technical Support Lead, leads and empowers a global team of technical support engineers at PlainID, driving excellence in customer experience and technical problem resolution.\nYour primary focus will be on hands-on technical leadership, mentoring team members, and fostering innovation through close collaboration with Product, R&D, and Global Services teams.\nYou will play a key role in enhancing processes, leveraging team expertise, and introducing automation and AI-driven insights to ensure that both customers and partners receive world-class technical support.\nKey Responsibilities\nLead by example - actively engage in hands-on troubleshooting, log analysis, API debugging, and system diagnostics to guide engineers toward effective resolutions.\nMentor and develop support engineers, deepening their technical expertise and problem-solving capabilities across PlainID’s product suite.\nDrive operational excellence by refining workflows, optimizing resource allocation, and ensuring adherence to SLAs and service quality standards.\nUtilize data and AI tools to identify recurring issues, automate root cause analysis, and strengthen proactive support practices..\nCollaborate effectively with R&D, Professional Services, and Product teams to escalate, prioritize, and resolve complex technical challenges.\nServe as a point of escalation for customer incidents, ensuring timely resolution and clear communication with stakeholders.\nMonitor and analyze performance metrics (e.g., resolution time, CSAT, case volume) to identify trends and drive continuous improvement.\nOversee ticket management, triage, and shift planning to maintain optimal workload balance and timely resolution.\nBuild and maintain knowledge-sharing frameworks and onboarding materials for both engineers and customers.\nStay actively informed on new product versions and updates to ensure seamless support across all product lines.\nRequirements\n3+ years of experience managing a technical support team in a SaaS environment.\nProven hands-on technical expertise - skilled in diagnosing complex issues, log analysis, and API debugging.\nStrong working knowledge of REST APIs, SQL, Linux, Bash scripting, and system monitoring tools.\nExperience with cloud technologies such as AWS, Kubernetes, and Docker.\nProficiency with ticketing systems, particularly Jira Service Management.\nDemonstrated success working with enterprise customers in high-pressure, time-sensitive environments.\nExcellent problem-solving, analytical, and organizational skills.\nAbility to thrive in a fast-paced, dynamic environment with a strong sense of ownership and accountability.\nExceptional communication and interpersonal skills, with proven cross-functional collaboration.\nWillingness to provide on-call support during weekends and holidays as needed, with flexibility to accommodate occasional CST-hour coordination.\nExperience working in global, distributed support organizations.\nAdvantages\nExperience leading or integrating AI-driven initiatives, such as AI-assisted troubleshooting, automation, or predictive analytics in support operations.\nFamiliarity with Identity and Access Management (IAM) and Information Security domains.\nBackground working in startup or fast-growing SaaS environments.\nAbout PlainID\nPlainID is a category leader in authorization, building the future of Agentic AI access management. We solve the critical identity security challenges that keep Fortune 500 CISOs up at night, empowering global enterprises to adopt AI with confidence.\nBut our technology is only half the story. The other half is our people. We go beyond expectations, take ownership of our work, set a high bar for excellence, look out for one another, and have plenty of fun along the way. Here, your ideas, perspective, and contributions truly matter.\nJoin us to help shape a high-demand cybersecurity product, tackle meaningful challenges alongside some of the best in the industry, and be part of a supportive culture that values collaboration, initiative, and a flexible hybrid work model.","description_format":"text","description_chars":4055,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Israel","iso":"IL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management","AI Agents"],"lifecycle":[{"event":"open","at":"2026-11-05T16:24:17Z"}],"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":31,"reasons":["conf:0","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/plainid-technical-support-team-lead","json_url":"https://alion.io/job/plainid-technical-support-team-lead.json","meta":{"generated_at":"2026-11-07T14:14:36Z","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":18074,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"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":2196908},"rest":"https://alion.io/mcp/rest/get_company?id=2196908"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fplainid-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%2Fplainid-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%2Fplainid-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/plainid-technical-support-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fplainid-technical-support-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3816845}},{"tool":"search_jobs","arguments":{"company":"plainid.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3816845},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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