Lead Support Analyst

Job Description:

The Lead Support Analyst at Unbound Tech is a hands-on leadership roll.  You will be a player and coach for the team.  Serving as the day-to-day client POC and tier 3 escalation to resolve technical requests from our clients and partners. You will work closely with several internal teams—including R&D, Onboarding, and Product Owners—to deliver high-quality support. As a Lead Support Analyst, you will drive support strategy, manage escalations, and ensure operational excellence while leading a team.

Key Responsibilities:

• Lead the support function and ensure SLA adherence

• Own critical incident management and client escalations

• Define support processes, frameworks, and best practices

• Work with Product and Engineering on roadmap improvements

• Drive automation and efficiency initiatives

• Team Management – recruit, onboard, train, mentor, and retain the support team

• Provide management-level reporting and insights

• Ensure continuous improvement and customer satisfaction

• Align support operations with business goals

• Complex Situation Management: Quickly identify requests requiring special attention and prioritize actions accordingly.

• Advanced Technical Support: Manage client requests via Jira tickets and phone calls by conducting an in-depth analysis of the issues raised.

• Collaboration with R&D: Provide solutions for complex requests and track their resolution alongside internal teams.

• Innovative Solution Design: Use your creativity to address client needs and propose practical, achievable solutions.

• Request Tracking: Manage ticket priorities and ensure clients are kept informed throughout the entire process.

• Continuous Improvement: Identify areas for product improvement and share your feedback to help evolve our solutions.

Candidate Profile

• Who We Are Looking For: You are passionate about technological innovation and eager to help transform the retail sector.

• Shift Requirements: Willingness to work in rotational shifts

• Strong leadership and team management experience.

• Ownership of 24×7 support delivery model.

• Participate in leadership on-call rotation for major incidents.

Qualifications & Skills:

• 10+ Years of Work Experience

• You are passionate about IT and hold at least a Bachelor’s degree (or equivalent 4-year degree).

• Naturally curious, you have a strong capacity for learning, particularly within technical environments.

• You have prior experience working with SaaS solutions or similar technologies, and you are comfortable handling CSV, XML, JSON, APIs, FTP, and logs.

• A strong proficiency in English is essential to manage complex technical communications on a daily basis.

• Knowledge of software development and experience in e-commerce or supply chain will be considered a strong plus.

• Working knowledge and proficient in DataDog & Python skills is required