Software Technical Support Lead
New
J
JobgetherDigital Identity
Based in United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 2–5 years
- Required Skills
- Analytical SkillsMicrosoft Office SuiteTroubleshootingTechnical supportCustomer Success
Requirements
- Bachelor’s degree in Computer Science, Manufacturing Engineering, Systems & Industrial Engineering, or a related technical discipline.
- 2–5 years of progressively responsible experience in technical support or a related software-focused role.
- Proven ability to independently manage complex technical issues from identification through resolution with minimal supervision.
- Strong troubleshooting, analytical thinking, and problem-solving abilities.
- Experience diagnosing software-related issues and developing practical resolution strategies.
- Strong proficiency with Microsoft Office Suite, including Excel, Word, and PowerPoint.
- Excellent written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
- Ability to analyze customer feedback and translate insights into process improvements and product recommendations.
- Strong organizational skills with the ability to manage multiple priorities in a dynamic environment.
- Experience supporting knowledge management systems, support processes, or standard operating procedures is preferred.
- Familiarity with digital identity solutions or similar enterprise software platforms is a plus.
Responsibilities
- Serve as the primary technical point of contact for customer support requests across multiple communication channels.
- Manage complex and escalated support cases by identifying root causes, developing resolution strategies, and ensuring timely issue resolution.
- Provide tailored technical guidance based on customer environments, operational needs, and product capabilities.
- Maintain accurate case documentation, support records, and tracking systems while meeting service-level expectations.
- Analyze customer issues and recommend configuration adjustments, workflow improvements, and technical solutions.
- Determine escalation paths and resolution approaches by balancing urgency, complexity, and available resources.
- Provide insights and recommendations to leadership regarding support processes, knowledge management, tooling improvements, and operational efficiency.
- Coordinate after-hours support scheduling to ensure continuous customer coverage.
- Prepare regular reporting and analysis on support trends, performance metrics, and improvement opportunities.
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