Support Team Lead

About Cloudsmith

Cloudsmith is transforming how organizations manage software artifacts and secure their software supply chains. As a fully managed, multi-tenant SaaS platform, we enable organizations to build, secure, and distribute software with confidence.

Built by developers for developers, Cloudsmith is the industry's leading artifact management platform, supporting over 30 package formats across programming languages, container technologies, and operating systems. Our platform combines enterprise-grade artifact management with vulnerability scanning, policy enforcement, and software supply chain security at global scale, serving startups through Fortune 500 organizations.

Backed by leading investors and on an exciting growth journey toward IPO, Cloudsmith is building the critical infrastructure powering modern software delivery worldwide.

About the Role

• Day To Day Team Management: : Own the daily rhythm of the team including work allocation, shift handovers and leave. Make the required decisions to keep the team progressing. Hold weekly 1:1s and track performance continuously against clear role expectations, so issues are identified and handled efficiently.
  

• Technical Guidance: Act as the technical escalation point for your team, unblocking complex diagnostic and troubleshooting work and setting the standard for quality.
  
• Workflow Delivery: Own ticket queue health and prioritisation to ensure predictable, smooth delivery of support workflows.
  
• Team Development: Deliver consistent coaching and structured feedback that measurably improves team performance, autonomy, and confidence.
  
• Mentorship: Develop and mentor your team to help them continue to deliver world class Customer Support as we scale
  
• Operations: Manage team capacity, own the shift and on-call rota, and ensure the team provides world class Incident Communications and Incident Management.
  
• Metrics & Process: Set and achieve support KPIs (response time, resolution rate, CSAT) with the head of support, and build repeatable processes that improve response quality and speed.
  
• Documentation & Enablement: Ensure knowledge base articles, runbooks, and internal documentation stays current, so customers can resolve common issues independently.
  
• Customer Advocacy: Act as a customer advocate within the company, surfacing support trends, feedback, and feature requests to support & success leadership and the product development team to inform roadmap prioritisation.
  

Requirements

Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
  
• 6+ years in Technical Product Support or a similar role
  
• 2+ years leading & growing technical teams
  
• Demonstrable coaching and feedback experience. You can talk specifically about someone who got measurably better because you managed them
  
• The ability to create an environment where people feel safe asking questions, taking risks, and escalating mistakes early
  
• Comfortable reading and debugging code, and confident scripting in Python, JavaScript, or a similar language.
  
• Knowledge of software packaging and distribution concepts and tools.
  
• Experience owning incident response or major incident communications in a customer-facing environment
  
• Excellent problem-solving and troubleshooting skills.
  
• A strong operational mindset - you like fixing problems, not just symptoms.
  
• Ability to drive results and ensure delivery through others
  
• An enthusiastic and effective communicator (In English): you should be able to appeal to and communicate with both technical and non-technical listeners alike, and keep stakeholders informed with clear, transparent direction.
  
• Willingness to own and work flexible shifts to support customers in different time zones.
  

Cultural Values We’re Looking For

• A bias for action and a passion for what we do: A positive attitude and bias for action is everything. You proactively seek knowledge and are never satisfied with the status quo.
  
• Empathy + customer-centricity: You genuinely care about customers and strive to understand their needs, frustrations, and goals. You see customer success as your own success.
  
• Relentless curiosity + continuous learning: You are always eager to learn, improve, and challenge assumptions.
  
• Bias for Action + Ownership: You take initiative, move fast, and own the teams problems end-to-end. You're not afraid to roll up your sleeves, even when challenges are outside your comfort zone.
  
• Collaboration + Candor: You value open, honest, and respectful communication. You give and receive feedback constructively and believe that the best ideas win, regardless of hierarchy.
  
• Role-modelled behaviours: You consistently demonstrate the standards, values, and work ethic expected of the wider team.
  

Signs you may be a great fit