Lead Technical Support Engineer | Rotational Shift | Remote |

Role Overview:

Were seeking a passionate and experienced Technical Support Team Lead to empower, grow, and lead our high-performing support team. In this role, you wont just be resolving tickets you'll be building a proactive, customer-obsessed support function that plays a critical role in our customers success and our companys growth.

You’ll work cross-functionally with Customer Success, Engineering, Product, Onboarding, and Enablement teams — serving as the glue that brings together technical problem-solving and exceptional customer experience.

What You’ll Own:

• Lead and mentor a team of 7–11 Support Engineers, driving daily operations and ensuring SLAs are met with quality and care.
  
• Create and manage support schedules, training plans, and ongoing enablement to ensure full team readiness.
  
• Step in to resolve complex or escalated technical issues with speed and empathy.
  
• Monitor and evaluate team performance, providing real-time feedback, coaching, and growth plans.
  
• Align technical support with business impact — ensuring customer happiness, reduced churn, and increased product adoption.
  
• Coordinate support-related activities with Onboarding, CSMs, and Product/Engineering teams.
  
• Own and enforce best-in-class SOPs, processes, and escalation frameworks.
  
• Drive a culture of accountability, learning, and innovation across the support team.
  
• Represent Support in internal reviews and customer-facing meetings — bringing data, insights, and solutions to the table.
  
• Help build the next generation of support excellence — scaling systems, tools, and processes as we grow.

Your Superpowers:

• 8+ years of experience in Customer Support/Tech Support, with at least 2–3 years in a leadership role.
  
• Deep understanding of SaaS environments, technical debugging, and customer workflows.
  
• Strong command of SQL and the ability to troubleshoot technical issues through data analysis.
  
• Outstanding communication skills — both verbal and written. Able to speak "engineer" and "customer" fluently.
  
• Proven experience in hiring, coaching, and managing high-performance teams.
  
• Proficiency with support tools, collaboration platforms, and Microsoft Office (Word, Excel, PowerPoint).
  
• Experience collaborating with Product, Engineering, and GTM teams to close feedback loops and drive product enhancements.
  
• Naturally curious and proactive — you don’t wait for problems to be handed to you.
  
• Strong multitasking ability; thrives in a fast-paced, high-growth environment.
  

Why You’ll Love Working Here:

• Be part of a fast-scaling tech company that’s shaping the future of local business.
  
• Collaborate with industry leaders and passionate problem-solvers.
  
• Enjoy true ownership — your work will directly impact customer satisfaction and revenue.
  
• Join a culture built on innovation, grit, and accountability.
  
• We're not about bureaucracy — we're about building, learning, and growing fast.