Team Lead – L1 Application Support
Product | Islamabad, Pakistan | Full Time
Job Description
Position Overview
We are looking for an experienced and proactive leader to spearhead our L1 Application Support division for AI/ML-enabled data science platforms catering to clients in the US and EU. In this strategic role, you will Lead and Manage the high-performing support team responsible for diagnostic sessions, log analysis, troubleshooting application and configuration-level issues, and ensuring disciplined issue documentation and customer communication. You will maintain SLA compliance, lead structured escalations to higher-level engineering teams, and drive continuous improvement through knowledge base development. The ideal candidate combines strong technical expertise, customer empathy, and disciplined problem management using internal tools. This leadership role includes hands-on operational oversight, global shift coordination, and regular performance reporting to ensure effective support delivery around the clock.
Responsibilities
- Serve as the senior escalation point for the L1 Application Support team, ensuring timely resolution of high priority or escalated issues.
- Lead, mentor, and manage an L1 support team (minimum 5 staff), overseeing daily operations, scheduling shifts, and assigning case responsibilities.
- Oversee first-line support for complex data science applications, covering API integrations, model outputs, workflow errors, system configurations, and SQL-related issues.
- Own knowledge base development, ensuring consistent, accurate documentation and team training to minimize recurrence of known issues.
- Maintain SLA compliance across international time zones, ensuring structured escalations to L2/L3 engineering where required.
- Coordinate with global support teams to ensure 24/7 coverage; review handover across shifts and maintain continuity in support delivery.
- Monitor and report on support team performance metrics (e.g., ticket volume, resolution time, SLA breach rate); lead post-incident reviews and drive process improvements.
- Communicate with cross-functional stakeholders including clients, product, engineering, and operations to escalate issues, share trend insights, and manage client expectations.
Required Qualifications
- Bachelor’s or Master’s degree in Computer Science, IT, or related field.
- Minimum 7+ years of experience in application or technical support, with at least 2–3 years in a leadership role
- Proven experience with ticketing tools (e.g. JIRA, Zendesk), SQL, REST APIs, log analysis, and documentation.
- Strong communication skills, customer empathy, and ability to manage across regions and time zones.
- Familiarity with cloud environments (AWS, GCP, Azure) and scripting (e.g. Python, Bash) is a plus.
- Exposure to monitoring tools like Datadog, Airflow, Jupyter.
- ITIL certification or experience with ITSM processes.
- Experience working in AI/ML-intensive SaaS or data-heavy platforms.
What We Have For You
Great compensation package, provident fund, paid leaves, EOBI, medical benefits for you and your family, free lunch, Annual performance-tied increments & performance recognition awards and a great lean and agile work culture!
Convo endorses a culture of diversity in all aspects and aims to build a diverse team of amazing individuals!