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 2584005
How we rate this
Tech Support Lead at Aon rates 45 out of 100 for how much of the daily work is AI. That makes it Uses AI (AI Level 2 of 4). The level is about AI in the job, not seniority.
Uses AIClassification
Uses AI. An ordinary role that requires AI tools.
●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Tech Support Lead is an open job at Aon.
Level rates this role AI Level 2 of 4: Uses AI.
The role is based in Krakow, Poland and is marked remote.
Tell me about a project where technical support was part of your work. What did you do?
Tell me about a project where team leadership was part of your work. What did you do?
Tell me about a project where incident management was part of your work. What did you do?
Tell me about a project where troubleshooting was part of your work. What did you do?
Walk me through how you've used SQL in your day-to-day work.
Adapt your resume
List these exact terms on your resume: Technical Support, Team Leadership, Incident Management, Troubleshooting, and SQL. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Put the AI tool in a bullet point about what you did, not just in a skills list. This role treats it as a required part of the job.
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