Customer Support Team Lead

Overview
We are seeking an experienced and passionate
Team Lead, Customer Support
to join our APAC team at
SUSE . This leadership role works closely with our Support Manager to help the team meet its goals and objectives. A strong IT background, especially with Linux, and a collaborative approach are essential. This position requires a 7:00 AM Singapore time start.
Responsibilities
As a Team Lead, you will be a key driver of team success, focusing on leadership and operational excellence. Your responsibilities include:
Leadership & People Management
Act as a point of contact for other organizations like Sales, Premium, and Consulting.
Provide ongoing, proactive feedback on individual performance to help team members grow.
Support the Escalation Manager with technical resources and serve as the escalation contact for high-severity issues.
Contribute to team meeting agendas and encourage strong attendance.
Provide guidance and support to ensure the personal well-being of the team.
Back up your peer Team Leads and the Support Manager during their absence.
Administrative & Operational Tasks
Ensure we maintain adequate support coverage to meet all response time goals.
Manage day-to-day administrative tasks such as vacation planning, on-call duty scheduling, and phone queue coverage.
Oversee queue management, including prioritizing work, assigning cases based on technical expertise, and validating entitlements.
Improve customer service by keeping track of complex cases and focusing resources on large, key accounts.
Identify opportunities for continuous improvement within our processes, including CRM functionality (Salesforce).
Schedule relevant training sessions and raise hardware/access requirements (e.g., Public Cloud).
Engage with technical leaders and coordinate with the respective manager to ensure smooth operations.
Skills & Qualifications
Location: Candidate located in Singapore, Kuala Lumpur, or Sydney.
Experience: At least 3–5 years in a Customer Support role and 3–5 years in a leadership role.
Technical Background: Strong IT background, with a preference for Linux and open-source technologies. Knowledge of our products and the ability to understand technical complexity, especially in high-visibility cases.
Business Acumen: Strong business acumen and knowledge of internal processes. Familiarity with our subscription offerings and support levels is a plus.
Communication: Exemplary leadership and communication skills.
Availability: Must be able to start work at 7:00 AM Singapore time.
What We Offer
We empower you to be bold, driving your career to create the future you want. We celebrate and reward your achievements. SUSE is a dynamic environment that is evolving rapidly, thus requiring agility, strong entrepreneurship and an open mind. This is a compelling opportunity for the right person to join us as we continue to scale and prosper. If you’re a big thinker, obsessed by execution and thrive in a dynamic environment in which you can tangibly create a lasting legacy, then please apply now We give you the freedom to be yourself. You will work in a global community of unique individuals with different backgrounds, talents, skills and perspectives. A truly open community where everyone is welcome, has a voice and is encouraged to reach their full potential regardless of age, gender, race, nationality, disability, sexual orientation, religion, or any other characteristics.
SUSE Values
Choice
Innovation
Trust
Community
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Software Development
We are an open and inclusive employer. A recruiter will contact you if your skills match our current or any future positions. To stay updated on SUSE opportunities, join our Talent Community.
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