DR: We're seeking a Support Team Lead with deep technical expertise and a passion for developing & mentoring people to solve complex customer challenges, grow a high-performing team, and help shape the future of our world-class artifact management platform.

Cloudsmith is building the operating system for the modern software supply chain.

We run a global, fully managed, multi-tenant SaaS platform that helps organizations, from startups to Fortune 500 companies, secure, govern, and distribute software artifacts at scale.

Worldwide, our customers use Cloudsmith as a critical infrastructure control plane for CI/CD, developer workflows, security controls, compliance, and software distribution, supporting 30+ formats and ecosystems across languages, containers, and operating systems.

We recently raised our Series C to accelerate Cloudsmith 2.0: deeper artifact intelligence, stronger policy and provenance, faster package-aware delivery, and infrastructure built for engineering teams, as well as the up-to-date AI-driven software factory.

By developers, for developers: we care about craft, architecture, and enterprise scale.

We are building a team that is responsible for the developer experience. On a daily basis, we work with our customers and the developer community to ensure they are building software that is efficient and secure across the whole supply chain. Our team helps customers troubleshoot and investigate issues, diagnosing and resolving core product-related problems.

As Support Team Lead, you own the delivery and team capability. Day-to-Day Team Management: Own the daily rhythm of the team, including work allocation, shift handovers and leave. 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.

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.

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.

Required Experience, Qualities & Skills

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 6+ years in Technical Product Support or a similar role.
- Demonstrable coaching and feedback experience. 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.
- 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.

You genuinely care about customers and strive to understand their needs, frustrations, and goals. You see customer success as your own success.

Collaboration + Candour: You value open, honest, and respectful communication. A competitive compensation package, including equity.

With comprehensive health insurance.

Plus, generous annual leave and flexible working practices to suit your lifestyle.

Including a professional development budget for conferences and training.

With the opportunity to shape a fast-growing Series C startup (and beyond).

In addition to generous annual leave, we offer health and wellbeing benefits along with flexible family-friendly working policies.

You will have an enormous opportunity to learn new skills alongside your colleagues, and your continued professional development is essential to us because it's important to you. We will support you with budgets for equipment, training, books, conferences, travel, and certifications. Facilities

Most Cloudsmithers work remotely, close and far, so we rely on our online collaboration tools; Some travel may be required in this role.

We do not discriminate on age, religion, sexual orientation, citizenship status, military service, or health conditions. We're looking for someone who can balance deep technical expertise with profound customer empathy, has the experience to help build a world-class technical support experience, and measures their own success by their team's growth. We're critical infrastructure by developers, for developers, and we're building the world's software supply chain platform and ecosystem. We want to hear from you if you're excited to lead a team working on mission-critical infrastructure with a lasting impact on the software industry from today until IPO and beyond.

📌 Remote Support Supervisor (Jaipur)
🏢 Cloudsmith
📍 Jaipur