Technical Support Lead

We are looking for a technical support lead to own escalated network, application, and infrastructure support — the senior technical point of resolution for issues the front line can't close, and the person who leads a small team of support engineers to consistent, high-quality outcomes. The mandate is proactive rather than reactive: the highest-performing IT support functions in 2026 are increasingly self-healing systems where the majority of requests never become tickets at all.

The defining shift for this role in 2026 is agentic resolution moving beyond rules-based routing to autonomous action: the most advanced implementations reason across a knowledge graph, diagnose root causes, and act independently, escalating only true edge cases to humans. A practical model has an AI agent touch every ticket first, resolve the routine share completely, draft one-click replies for the next tier, and escalate a small remainder with a full summary so people spend time only where judgment matters. The lead's job is to design that human-AI split and own the escalations that remain.

The value this person brings is faster, higher-quality resolution of hard technical issues and a support team that levels up — with routine load absorbed by automation and human expertise focused on the genuinely difficult.

We are seeking a hands-on technical lead who is the person others escalate to — deep across networks and/or applications and infrastructure, calm with an angry stakeholder, and good at coaching a support team to resolve more without escalating. They see AI as the way to clear the repetitive queue so the team can focus on real problems.

This profile partners across service desk, network / infrastructure, application, and engineering teams. It suits someone open to a hybrid or on-site engagement, and to mobilization to the Middle East, Europe, or North America depending on the client. The person we want raises the resolution bar for the whole team.

A strong candidate for this role has led escalated technical support — someone who has been the senior resolver for network/application/infrastructure issues, coached a support team, owned SLAs, and driven down escalations through better knowledge and automation. They bring an openness to agentic support tooling while owning the hard escalations themselves.

In practice, the responsibilities break down as follows:

• Escalated technical resolution: Act as the senior point of resolution for complex network, application, and infrastructure issues that front-line support can't close.
• Team leadership: Lead and coach a team of support engineers; own quality, SLA adherence, and knowledge sharing.
• Proactive / self-healing support: Shift the function toward proactive, self-healing operations where fewer requests become tickets.
• Knowledge & escalation design: Own runbooks and the escalation path; define which issues auto-resolve, which get a drafted reply, and which reach a human.
• Agentic support enablement: Deploy agentic tooling that diagnoses root cause and acts on routine issues, escalating true edge cases with full context.

We want to see a support lead with real technical depth across networks and/or applications and infrastructure who can lead a team and design a smart human-AI support split. The strongest candidates use automation to remove repetitive load and concentrate human effort where judgment is needed.

Core technical support

• Network, application, and infrastructure troubleshooting; escalation and root-cause resolution.
• ITSM / ticketing, SLA management, and knowledge-base ownership.
• Cloud and systems support (AWS, Azure, GCP or equivalent).

Support performance (KPIs from research)

• Steers MTTR, first-contact and escalation rates, SLA adherence, deflection, and CSAT — moving toward proactive, self-healing operations.

Modern Agentic AI / AIOps (niche areas we are seeking — depth explored at interview)

• Agentic resolution that reasons over a knowledge graph, diagnoses root cause, and acts autonomously on routine issues.
• Human-AI ticket split — full triage, autonomous resolution of the routine, one-click drafts, and summarized escalations.

This role is delivered through Solutions Chapter Group's Human Resources chapter (Chapter 12) as a Recruitment Process Outsourcing (RPO) engagement, under our Technical Recruitment stream. Rather than a "post-and-pray" marketplace approach, we use a Curated Professional Recruitment model: candidate profiles are pre-vetted in our internal database, and when a required profile isn't already available, our dedicated Scout network conducts global headhunting to secure it. We screen and match candidates against each client's specific requirements, and placements may be remote or an on-site deployment with mobilization to the Middle East, Europe, or the United States.

From a recruitment-fit perspective, we screen for:

• Deep, hands-on technical troubleshooting.
• Team leadership and coaching.
• Ownership of SLAs and escalation quality.
• A proactive, automation-minded approach to support.
• Openness to the engagement model (remote or mobilized on-site) and readiness for cross-region deployment.

Areas to explore at interview *(topics only)*

• A hard escalation you resolved
• Coaching a support team to escalate less