📍 Job Overview

• Job Title: Technical Support Team Lead
• Company: Global Payments Inc.
• Location: Dubai, Dubai, United Arab Emirates
• Job Type: On-site, Full-time
• Category: Technical Support & Customer Service
• Date Posted: July 30, 2025
• Experience Level: 5-10 years
• Remote Status: On-site

🚀 Role Summary

• Lead and mentor a technical support team to deliver exceptional customer experiences in a fast-growing SaaS environment.
• Oversee day-to-day operations, manage team performance, and drive continuous improvement in support processes.
• Collaborate with cross-functional teams to ensure customer satisfaction and resolve technical escalations.
• 📝 Enhancement Note: This role requires a balance of strong technical, leadership, and communication skills to thrive in a dynamic, customer-centric environment.

💻 Primary Responsibilities

• Team Leadership & Management:

  • Oversee daily support operations and manage team performance metrics.
  • Provide coaching, training, and mentoring to support team members.
  • Recruit, evaluate, and manage team members' performance and growth.

• Customer Support & Escalations:

  • Manage and resolve technical support tickets and escalations.
  • Collaborate with cross-functional teams to troubleshoot and resolve complex customer issues.
  • Create and maintain support documentation to improve customer experience and team efficiency.

• Process Improvement & Documentation:

  • Review and improve support-related processes and documentation.
  • Monitor and report on team KPIs and SLAs.
  • Contribute to the creation and maintenance of team KPIs and workflows.

🎓 Skills & Qualifications

Education:

• Master's degree in Information Technology or a related field.

Experience:

• 4+ years in a Technical Support role, with 2+ years in a Management role.
• Proven experience in managing a service and support-focused team culture.
• Experience in SaaS and cloud applications, operating systems, web services, and API.

Required Skills:

• Excellent communication, problem-solving, and analytical skills.
• Strong leadership, coaching, and mentoring abilities.
• Ability to multitask efficiently under time pressure.
• Proficiency in managing and monitoring team performance metrics.

Preferred Skills:

• Experience in a global or multinational environment.
• Familiarity with CRM and support ticketing systems.
• Knowledge of the F&B or Retail industry.

📊 Web Portfolio & Project Requirements

• Support Documentation: Prepare and maintain comprehensive support documentation, including troubleshooting guides, FAQs, and user manuals.
• Team Training: Develop and deliver training materials to onboard new team members and upskill existing team members.
• Process Improvement: Continuously review and improve support processes to enhance customer experience and team efficiency.

💵 Compensation & Benefits

Salary Range: AED 25,000 - 35,000 per month (Estimated, based on market research and regional adjustments for Technical Support Team Lead roles in Dubai)

Benefits:

• Tier 1 medical insurance for team member and dependents upon joining (worldwide coverage)
• 25 days annual holiday
• Global career progression opportunities
• Wellbeing initiatives, regular social events, and charitable initiatives
• Office with amazing views on JLT park, lake, and Dubai Marina
• Exciting team-building activities

Working Hours: 12:30 PM - 10:00 PM (Saturday and Sunday off)

🎯 Team & Company Context

🏢 Company Culture

Industry: Global Payments Inc. operates in the financial technology industry, providing payment processing and software solutions to businesses worldwide. This role will be part of Como, a subsidiary focusing on data-driven customer engagement and loyalty solutions for the F&B and Retail sectors.

Company Size: Global Payments Inc. is a large, multinational corporation with over 24,000 employees worldwide. Como, as a subsidiary, maintains a smaller, more agile team structure.

Founded: Global Payments Inc. was founded in 1967, with Como being established in 2010 as a subsidiary.

Team Structure:

• The Technical Support Team is part of the Customer Success department, working closely with cross-functional teams such as Product, Engineering, and Sales.
• The team consists of support agents and a team lead, with a flat hierarchy and a focus on collaboration and customer-centricity.

Development Methodology:

• The team follows Agile methodologies, with a focus on continuous improvement, customer feedback, and regular team stand-ups.
• Support processes are documented and maintained using a ticketing system, with regular reviews and updates to ensure efficiency and accuracy.

Company Website: globalpaymentsinc.com

📝 Enhancement Note: Global Payments Inc. values diversity, inclusion, and equal opportunity, providing a positive and productive work environment for all employees.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an intermediate-level Technical Support position, focusing on leading a support team, managing customer escalations, and driving process improvements.

Reporting Structure: The Technical Support Team Lead reports directly to the Customer Success Manager and works closely with cross-functional teams to ensure customer satisfaction and resolve technical issues.

Technical Impact: This role has a significant impact on customer satisfaction, team performance, and support process efficiency. The Technical Support Team Lead will directly influence the quality of customer support and contribute to the continuous improvement of support processes.

Growth Opportunities:

• Career Progression: With experience and strong performance, there may be opportunities to advance to a Senior Technical Support or Customer Success Management role.
• Technical Skill Development: This role offers opportunities to develop and improve technical support skills, as well as leadership and management abilities.
• Emerging Technologies: As Como continues to grow and innovate, there may be opportunities to work with emerging technologies and contribute to the development of new support processes and tools.

📝 Enhancement Note: Career growth opportunities in this role are largely dependent on individual performance, team needs, and the company's expansion plans.

🌐 Work Environment

Office Type: The Dubai office is located in Jumeirah Lakes Towers (JLT), offering a modern, collaborative work environment with stunning views of the park, lake, and Dubai Marina.

Office Location(s): Dubai, United Arab Emirates

Workspace Context:

• The office provides a collaborative workspace with open-plan seating arrangements, encouraging team interaction and communication.
• Support agents have access to multiple monitors, testing devices, and development tools to ensure efficient issue resolution.
• The work environment fosters a culture of knowledge sharing, technical mentoring, and continuous learning, with regular team-building activities and social events.

Work Schedule: The Technical Support Team operates on two shifts to provide 24/7 customer support: 12:30 PM - 10:00 PM and 3:30 PM - 1:00 AM. The Technical Support Team Lead will work on the 12:30 PM - 10:00 PM shift, with Saturday and Sunday off.

📝 Enhancement Note: The work schedule may vary based on team needs and customer demand, with the possibility of working on-call or on a rotating shift basis.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and understanding of the role.
2. Technical Assessment: A hands-on assessment of problem-solving, troubleshooting, and support skills, focusing on real-life customer scenarios.
3. Behavioral Interview: A discussion of past experiences, leadership style, and approach to team management and customer support.
4. Final Interview: A meeting with the hiring manager to discuss the candidate's fit for the role, team, and company culture.

Portfolio Review Tips:

• Prepare examples of support documentation, process improvements, and customer feedback to demonstrate your impact on customer satisfaction and team performance.
• Highlight your leadership and management skills, with examples of team mentoring, coaching, and performance management.
• Showcase your problem-solving skills and ability to resolve complex technical issues, with a focus on customer-centricity and support process efficiency.

Technical Challenge Preparation:

• Familiarize yourself with Como's products, services, and support processes.
• Brush up on your technical support skills, with a focus on operating systems, web services, API, and cloud applications.
• Prepare for behavioral interview questions focusing on leadership, team management, and customer support.

ATS Keywords: (Organized by category)

• Problem-Solving: Troubleshooting, Root Cause Analysis, Issue Resolution, Customer Support, Technical Support
• Leadership & Management: Team Management, Performance Metrics, Coaching, Mentoring, Process Improvement, Customer Satisfaction
• Technical Skills: Operating Systems, Web Services, API, Cloud Applications, SaaS, CRM, Support Ticketing Systems
• Soft Skills: Communication, Active Listening, Empathy, Patience, Adaptability, Time Management, Multitasking

📝 Enhancement Note: The interview process may vary based on the hiring manager's preferences and team needs, with the possibility of additional assessments or interviews.

🛠 Technology Stack & Web Infrastructure

Support Ticketing Systems:

• Zendesk (Preferred)
• Freshdesk
• Jira Service Management

CRM Systems:

• Salesforce
• HubSpot
• Zoho CRM

Operating Systems:

• Windows
• macOS
• Linux

Web Services & API:

• REST API
• SOAP API
• GraphQL

Cloud Applications:

• AWS
• Microsoft Azure
• Google Cloud Platform

📝 Enhancement Note: The technology stack may vary based on the company's needs, with the possibility of working with additional or different tools and platforms.

👥 Team Culture & Values

Customer Support Values:

• Empathy: Understand and share the feelings of customers to provide personalized and effective support.
• Patience: Remain calm and composed when dealing with difficult or frustrated customers.
• Adaptability: Quickly learn and adapt to new technologies, processes, and customer needs.
• Continuous Learning: Stay up-to-date with the latest support trends, best practices, and emerging technologies.

Collaboration Style:

• Cross-Functional Collaboration: Work closely with product, engineering, and sales teams to ensure customer satisfaction and resolve technical issues.
• Knowledge Sharing: Regularly share support insights, best practices, and customer feedback with the team to improve support processes and customer experience.
• Technical Mentoring: Provide guidance and support to team members to help them develop their technical and customer support skills.

📝 Enhancement Note: The team culture at Como values collaboration, continuous learning, and customer-centricity, with a strong emphasis on empathy, patience, and adaptability.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Global Customer Base: Support customers from various regions and time zones, requiring adaptability and cultural sensitivity.
• Emerging Technologies: Stay up-to-date with the latest technologies, trends, and best practices in customer support and technical support.
• Complex Customer Issues: Troubleshoot and resolve complex technical issues, often requiring collaboration with cross-functional teams.
• Process Improvement: Continuously review and improve support processes to enhance customer experience and team efficiency.

Learning & Development Opportunities:

• Technical Skill Development: Expand your technical support skills and knowledge, with a focus on emerging technologies and best practices.
• Leadership & Management: Develop your leadership, coaching, and mentoring skills to effectively manage and grow the technical support team.
• Industry Knowledge: Gain insights into the F&B and Retail industries, with a focus on customer engagement, loyalty, and data-driven decision-making.

📝 Enhancement Note: The challenges and growth opportunities in this role are largely dependent on individual performance, team needs, and the company's expansion plans.

💡 Interview Preparation

Technical Questions:

• Problem-Solving: Describe a complex technical issue you've resolved, outlining your approach, the steps you took, and the outcome.
• Customer Support: Share an example of a challenging customer interaction and how you handled it, focusing on empathy, patience, and adaptability.
• Leadership: Discuss your approach to team management, with examples of coaching, mentoring, and performance management.

Company & Culture Questions:

• Customer Success: Explain how you would contribute to Como's customer success strategy, focusing on customer satisfaction, retention, and growth.
• Team Dynamics: Describe your ideal team structure and how you would foster a collaborative, customer-centric work environment.
• Process Improvement: Share your approach to reviewing, improving, and documenting support processes to enhance customer experience and team efficiency.

Portfolio Presentation Strategy:

• Support Documentation: Prepare examples of support documentation, process improvements, and customer feedback to demonstrate your impact on customer satisfaction and team performance.
• Customer-Centric Approach: Highlight your ability to understand and address customer needs, with a focus on empathy, patience, and adaptability.
• Leadership & Management: Showcase your leadership and management skills, with examples of team mentoring, coaching, and performance management.

📝 Enhancement Note: The interview process may vary based on the hiring manager's preferences and team needs, with the possibility of additional assessments or interviews.

📌 Application Steps

To apply for this Technical Support Team Lead position:

1. Submit your application through the application link.
2. Resume Optimization: Tailor your resume to highlight your technical support, leadership, and management skills, with a focus on problem-solving, customer support, and process improvement.
3. Portfolio Preparation: Prepare examples of support documentation, process improvements, and customer feedback to demonstrate your impact on customer satisfaction and team performance.
4. Interview Preparation: Familiarize yourself with Como's products, services, and support processes. Brush up on your technical support skills, with a focus on operating systems, web services, API, and cloud applications. Prepare for behavioral interview questions focusing on leadership, team management, and customer support.
5. Company Research: Research Global Payments Inc. and Como to understand their products, services, and company culture. Consider how your skills and experience align with the role and the company's mission and values.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.