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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