About Enate
Enate is on a mission to make every service run like clockwork. Our orchestration and AI solution was built by experts to handle the complexities of service delivery. We coordinate work across teams, systems, and workers so businesses can run smoother operations at scale.
Why join us?
We’re a global software brand at the intersection of technology and business services without the chaos of a typical start-up. You’ll join a growing, friendly, and no-ego team where people support one another and every voice is heard.
We are a remote-working company with occasional meet-ups at our designated WeWork or Shared Office Space locations. We also get together for retreats and team socials. We think we’re a great workplace, but don’t just take our word for it. Check out our 4.8 rating on Glassdoor and read what Enate employees have to say.
About the Opportunity
Are you seeking a role that accelerates your career while offering exposure to a fast-growing global SaaS company? It is your chance to make a real impact.
As a US Team Lead at Enate, you will be responsible for guiding and empowering a high-performing support team while ensuring exceptional support experiences for our global customer base. In this leadership role, you will oversee customer implementations, manage and prioritise escalations, and ensure timely troubleshooting and issue resolution in collaboration with cross-functional stakeholders.
You will provide direction, mentorship, and operational oversight to the team, helping them meet service-level objectives and maintain Enate’s commitment to world‑class customer support. You'll also get exposure to release management, helping you see how product enhancements and updates are planned, validated, and deployed in enterprise environments.
The role has a US working-hours shift pattern (9 pm -6 am IST, Monday to Friday) that fits into our 24/5 support team rota. There is occasional out-of-hours work to assist with client upgrades and associated maintenance, as well as public holiday coverage on a rota basis.
Roles & ResponsibilitiesSupport & Incident Management
- Manage a team of 4-6 in US working hours (Night shift IST)
- Coordinate team rota to ensure sufficient coverage at all times
- Support team members with their duties, offering guidance and practical assistance as required
- Responsibility for monitoring the platform using our custom monitoring tool, taking actions to investigate and resolve or report issues to other teams as required
- Troubleshoot customer issues and provide solutions to meet their requirements
- Reproduce complex issues internally for analysis and resolution by the development team.
- Investigate and resolve database-related queries using Structured Query Language (SQL).
- Log and track support tickets with detailed documentation, coordinating with the Engineering team to resolve them.
- Manage client expectations through transparent communication and timely updates.
- Deliver remote support via screen sharing and phone sessions to ensure high customer satisfaction.
- Adhere to internal SLAs and contribute to support KPIs. Escalating customer incidents to line management where applicable.
- Identify recurring issues and contribute to continuous improvement in support processes.
- Feed insights and learnings into product release planning and quality assurance cycles.
Release & Upgrade Management
- Participate in structured release management activities, following standardised processes.
- Assess risks and analyse potential impacts before implementing upgrades on customer environments.
- Support release readiness and coordinate with relevant teams for smooth rollouts.
Skills and Experience You’ll BringCore Experience
- Proven experience in customer-facing product support roles, preferably in enterprise SaaS businesses.
- Demonstrated ability to resolve client issues independently with a structured approach.
- Strong relationship management skills, with the ability to build trust and rapport.
- Practical knowledge of service management principles (e.g., ITIL).
- A technical investigative mindset with attention to detail and a desire to see solutions implemented successfully.
- Experience coordinating with internal product and development teams to resolve technical issues.
Technical Proficiency
- Proficient in SQL, particularly in Microsoft SQL Server environments and understand relational databases
- Working knowledge of web hosting and server configurations, particularly Microsoft Azure. DevOps principles awareness is a bonus.
- Exposure to Power BI or other reporting tools, including designing dashboards.
- Familiarity with APIs and automation platforms. E.g., UIPath, Blue Prism, etc.
- Awareness or knowledge of integration platform tools, preferably SnapLogic.
What We’re Looking For
- A minimum of 3 years to a maximum of 5 years of experience in supporting SaaS Products.
- Ability to lead a team of 4-6 members and guide them in troubleshooting issues
- Excellent verbal and written communication skills—clear, concise, and confident.
- Collaborative mindset—a team player who thrives in a cross-functional setup.
- Close attention to detail and an ownership mindset.
- Willingness to learn, evolve, and adapt in a fast-paced environment.
- A desire to embrace new technologies and bring ideas to help improve and develop the team functions, including adopting AI where suitable
- Exposure to global or Western client environments is a plus
