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Cloudsmith is building the operating system for the modern software supply chain—a global, fully managed SaaS platform that helps organizations from startups to Fortune 500 companies secure, govern, and distribute software artifacts at scale. The company recently raised Series C funding to accelerate Cloudsmith 2.0, which includes deeper artifact intelligence, stronger policy and provenance, faster package-aware delivery, and infrastructure built for engineering teams and AI-driven software factories.
As Support Team Lead, you will own the delivery and team capability for Cloudsmith's developer experience team. You are responsible for ensuring customers and the developer community can build software efficiently and securely across the entire supply chain. Your team helps customers troubleshoot and investigate issues, diagnosing and resolving core product-related problems.
Key responsibilities include:
**Day-to-Day Team Management:** Own the daily rhythm of the team, including work allocation, shift handovers, and leave management. Make decisions to keep the team progressing and hold weekly 1:1s while tracking performance against clear role expectations.
**Technical Guidance:** Act as the technical escalation point for your team, unblocking complex diagnostic and troubleshooting work and setting quality standards.
**Workflow Delivery:** Own ticket queue health and prioritization to ensure predictable, smooth delivery of support workflows.
**Team Development:** Deliver consistent coaching and structured feedback that measurably improves team performance, autonomy, and confidence. Develop and mentor your team to deliver world-class customer support as the company scales.
**Operations:** Manage team capacity, own the shift and on-call rota, and ensure 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 stay 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 and success leadership and the product development team to inform roadmap prioritization.
Cloudsmith values a bias for action, empathy and customer-centricity, relentless curiosity and continuous learning, collaboration and candor, and role-modeled behaviors. The company is headquartered in Belfast, Northern Ireland, with most customers in the US. Most Cloudsmithers work remotely, though this role is based in Jaipur, India. The company holds offsites a few times per year and some travel may be required.
**Requirements:**
- 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 and growing technical teams
- Demonstrable coaching and feedback experience; ability to speak specifically about someone who got measurably better because you managed them
- 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
- Strong operational mindset—you like fixing problems, not just symptoms
- Ability to drive results and ensure delivery through others
- Enthusiastic and effective communicator in English; ability to appeal to and communicate with both technical and non-technical listeners
- Willingness to own and work flexible shifts to support customers in different time zones
- Right to work in India without requiring sponsorship
