Technology Support Lead
New
V
Voice Systems EngineeringIT Support
United StatesFull-TimeLead
Salary85,000 - 115,000 USD per year
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Job Details
- Experience
- Minimum of 3 years
- Required Skills
- Project ManagementTechnical support
Requirements
- Minimum of 3 years of experience in technical support, IT operations, or support operations.
- Experience triaging and resolving complex help desk tickets from diverse user groups.
- Demonstrated ability to perform root cause analysis rather than just identifying symptoms.
- Strong technical understanding of how a product or platform works to diagnose issues independently.
- Experience leading cross-functional resolution efforts for service disruptions.
- Strong incident management and project management skills.
- Experience organizing cross-functional working sessions and tracking issues to closure.
- Strong analytical skills with experience using support data to justify engineering priorities.
- Excellent communication skills for bridging technical and non-technical stakeholders.
- Proficiency in investigating issues across products to identify patterns and trends.
Responsibilities
- Serve as the escalation point for helpdesk tickets from customers and advisors, diagnosing root causes using logs and platform knowledge.
- Distinguish true product issues from user error and route confirmed issues to appropriate internal teams.
- Lead or assist in root cause analysis for major service disruptions.
- Monitor product releases to correlate deployments with emerging ticket trends.
- Act as an informal QA layer across customer- and advisor-facing tools.
- Maintain troubleshooting documentation and build internal training resources.
- Provide white-glove support for VIP users.
- Partner with internal departments to advocate for fixes to systemic or recurring issues.
- Manage the IT ticketing system and oversee routine operational tasks like onboarding, software licensing, and hardware troubleshooting.
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