Technical Support Team Lead (Cloud/Security)

Key Responsibilities

1. Take ownership of the team's service quality and operational excellence in the security domain, including process optimization, SLA achievement, backlog management, and customer satisfaction.

2. Drive knowledge accumulation, case review, and experience sharing within the team, and explore AI-enabled efficiency improvement approaches to enhance issue handling effectiveness.

3. Lead the handling of major escalations, high-risk customer issues, and critical customer complaints in the Cloud or security domain, ensuring the handling process is controlled, the rhythm is clear, communication is transparent, and risks are manageable.

4. Coach and develop engineers in the security domain, improving team capability and employee achievement through structured feedback and development planning.

5. Build close collaboration with R&D and Product teams to drive long-term maintainability improvements for security products.

Requirements

1. Bachelor's degree or above in Computer Science, Information Technology, Network Engineering, Cybersecurity, Cloud or related fields is preferred.

2. 5+ years of experience in technical support / TAC / customer support engineering, with at least 1–3 years of leadership, team lead, or people management experience preferred.

3. Strong technical background in networking, security, virtualization, cloud, and enterprise IT troubleshooting, with the ability to guide teams on complex or high-severity issues.

4. Proven experience in handling escalations, critical incidents, or major customer-impacting issues, with strong judgment in prioritization, risk control, and service recovery.

5. Strong customer advocacy mindset, with the ability to balance technical reality, internal resource constraints, and customer expectations in a professional and effective way.

6. Demonstrated ability to manage team operations using service metrics such as response SLA, backlog, aging cases, escalation rate, reopen rate, and customer satisfaction.

7. Strong cross-functional collaboration skills, with experience working closely with R&D, Product, Sales, and other internal stakeholders to resolve complex issues and improve supportability.

8. Strong coaching and people development capability, including performance management, feedback conversations, mentoring, capability assessment, and talent growth planning.

9. Excellent written and verbal communication skills in both English and Chinese, with the ability to communicate effectively with customers, senior management, and cross-functional teams.

10. Ability to lead under pressure, manage ambiguity, and maintain execution quality in a fast-paced and high-escalation environment.

11. Strong process improvement mindset, with experience or strong interest in service design, workflow optimization, automation, AI-assisted operations, knowledge management, or ITIL-based practices.

12. Industry certifications such as CCNP, CISSP, CCSP, ITIL, PMP, VCP, AWS/Azure certifications, or equivalent are a plus.