Tech Support Lead

Tech Support Lead

Do you enjoy solving complex technical problems while helping others develop their skills? Are you experienced in leading technical support teams and handling critical incidents in large-scale technology environments? Join Aon and take the lead in delivering high-quality technical support for a growing technology platform used by enterprise clients!

This is a hybrid role based in Poland, offering flexibility to work both virtually and from an Aon office in line with our local smart working policy.

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team, and we are passionate about helping our colleagues and clients succeed.

What the day will look like

As a Technical Support Supervisor, you will manage a team of Technical Support Engineers and take ownership of the end-to-end support experience for the Aon Assessment Platform. You will remain hands-on with complex technical issues while supporting the development of your team and continuously improving how support is delivered.

Your day-to-day responsibilities will include:

• Owning the investigation and resolution of complex or high-priority technical issues using SQL, REST APIs, application logs and cloud monitoring tools, and acting as a partner concern point for the support team.
• Handling incident response, urgent problems and SLA performance, including leading post-incident reviews, root cause analysis and preventive actions.
• Leading, mentoring and coaching support specialists, supporting their technical development and building a culture of ownership and accountability.
• Improving support processes, tools and documentation, including triage and critical issue processes, troubleshooting guides, runbooks and the team's internal knowledge base.
• Collaborating intimately with Engineering, DevOps, QA, Solution Architects and the ATS Integration Consultant to resolve complex issues, identify recurring problems and improve the platform.
• Using AI tools in day-to-day support activities, including incident investigation, identifying underlying issues, documentation and customer communication, while helping the team use these tools efficiently and responsibly.

How this opportunity is different

This opportunity gives you the chance to combine technical problem-solving with team leadership while maintaining a hands-on understanding of the platform.

You will have ownership of critical issues and support processes while helping support specialists develop their capabilities. You will also work closely with engineering and product teams to identify recurring issues and turn insights from customer support into improvements across the platform.

It is a great opportunity for an experienced technical support professional who enjoys solving complex problems, developing others and improving the way technical support is provided.

Skills and experience that will lead to success

• 6+ years of experience in technical support or platform operations, including at least 2 years leading or coordinating a support team, ideally supporting a large-scale SaaS or enterprise platform.
• Strong hands-on troubleshooting skills, including SQL, REST API debugging, application and infrastructure logs, and cloud-based observability platforms, with the ability to investigate complex issues and identify root causes.
• Experience handling SLAs, escalations and post-incident reviews, along with handling multiple incidents and improvement initiatives.
• Experience in leading and developing support engineers focused on technical assistance. You must communicate clearly to customers and internal partners about technical issues.
• Solid understanding of C#/.NET applications and SQL Server at a diagnostic level, together with experience using support tools such as Zendesk, Jira Service Management or equivalent.

Experience with Azure, AKS/Kubernetes, Azure DevOps, OpenAPI, Application Insights, Datadog, Grafana, external or third-party integrations, or HR technology platforms would be an advantage.

#LI-KK2
#LI-Hybrid