Supportworks·3 days ago
3 days ago
Technical Support Lead
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What you'll do
- Own complex technical issues end to end - application behavior, configuration, integrations, APIs, authentication, and data/CRM sync - and drive them through resolution.
- Coach a small support team to troubleshoot systematically and handle more complex issues on their own over time.
- Set expectations for ticket quality, communication, and follow-up, and keep the day-to-day operation healthy (response times, aging tickets, volume).
- Own the escalation path to Development and raise the quality of what gets escalated by making sure issues are clearly documented, researched, and reproducible.
- Build the knowledge base - troubleshooting guides, FAQs and training - so the same problem isn't solved from scratch twice.
- Spot patterns across tickets and bring product, process and training improvements with the teams who can fix them.
- Make sure dealers feel informed and supported throughout the resolution process, especially when the answer is not immediate.
- Prepare the team for product releases and changes, so they can support dealers confidently from day one.
- Help hire, onboard, and grow the team as support volume increases.
What they're looking for
- 3+in technical/SaaS support, including experience solving complex issues involving integrations, APIs, authentication, configuration, and diagnosing software defects.
- Exceptional troubleshooting and problem-solving skills with the ability to explain your thinking and teach how to approach problems systematically.
- Experience mentoring or leading a support team (formally or informally), with the judgment to know when to dig in personally vs. coach someone through it.
- Strong and effective communication skills, particularly writing and documenting issues for technical documents for developers, but also ability to communicate clearly and effectively with dealers.
- Comfort working across Support, Product, and Development.
- A strong sense of ownership. You follow issues through, communicate clearly when things are messy, and do not let problems quietly stall out.
- Curiosity and learning agility. You are comfortable digging into unfamiliar systems, asking good questions, and figuring out how things work.
Nice to have
- Experience supporting a mobile/tablet or field-sales product.
- Experience building and improving the processes, tools, and structure needed to scale a support function.
- Familiarity with reading logs, tracing API and integration issues, and creating clear reproduction steps that developers can understand and act on.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
At Supportworks, we build the technology our dealers rely on to run and grow their businesses. That includes our SolutionView Tablet app, integrations, APIs, and the configuration behind them. We’re looking for a Technical Support Lead who wants to take real ownership of that experience. This is a hands-on leadership role. You’ll jump into the hard unusual problems, help dealers and teammates get unstuck, and make sure issues are solved the right way.
At the same time, you’ll build the processes, documentation, training, and team structure that allow support to scale without losing the quality and care our dealers expect. You’ll coach and grow a small team, help hire and onboard as we expand, and build a culture of ownership, problem solving, and continuous improvement.
We’re not looking for someone to simply manage a support queue. We’re looking for someone who wants to raise the standard, build a team our dealers can count on, and feel truly supported.
What you'll do:
What we're looking for:
Nice to have
Why this role
You’ll help build support from the ground up, shape the team behind it, and have a real voice in improving both the product and the customer experience.
Supportworks is an Equal Opportunity Employer (EOE), and we welcome you to apply!
At the same time, you’ll build the processes, documentation, training, and team structure that allow support to scale without losing the quality and care our dealers expect. You’ll coach and grow a small team, help hire and onboard as we expand, and build a culture of ownership, problem solving, and continuous improvement.
We’re not looking for someone to simply manage a support queue. We’re looking for someone who wants to raise the standard, build a team our dealers can count on, and feel truly supported.
What you'll do:
- Own complex technical issues end to end - application behavior, configuration, integrations, APIs, authentication, and data/CRM sync - and drive them through resolution.
- Coach a small support team to troubleshoot systematically and handle more complex issues on their own over time.
- Set expectations for ticket quality, communication, and follow-up, and keep the day-to-day operation healthy (response times, aging tickets, volume).
- Own the escalation path to Development and raise the quality of what gets escalated by making sure issues are clearly documented, researched, and reproducible.
- Build the knowledge base - troubleshooting guides, FAQs and training - so the same problem isn't solved from scratch twice.
- Spot patterns across tickets and bring product, process and training improvements with the teams who can fix them.
- Make sure dealers feel informed and supported throughout the resolution process, especially when the answer is not immediate.
- Prepare the team for product releases and changes, so they can support dealers confidently from day one.
- Help hire, onboard, and grow the team as support volume increases.
What we're looking for:
- 3+in technical/SaaS support, including experience solving complex issues involving integrations, APIs, authentication, configuration, and diagnosing software defects.
- Exceptional troubleshooting and problem-solving skills with the ability to explain your thinking and teach how to approach problems systematically.
- Experience mentoring or leading a support team (formally or informally), with the judgment to know when to dig in personally vs. coach someone through it.
- Strong and effective communication skills, particularly writing and documenting issues for technical documents for developers, but also ability to communicate clearly and effectively with dealers.
- Comfort working across Support, Product, and Development.
- A strong sense of ownership. You follow issues through, communicate clearly when things are messy, and do not let problems quietly stall out.
- Curiosity and learning agility. You are comfortable digging into unfamiliar systems, asking good questions, and figuring out how things work.
Nice to have
- Experience supporting a mobile/tablet or field-sales product.
- Experience building and improving the processes, tools, and structure needed to scale a support function.
- Familiarity with reading logs, tracing API and integration issues, and creating clear reproduction steps that developers can understand and act on.
Why this role
You’ll help build support from the ground up, shape the team behind it, and have a real voice in improving both the product and the customer experience.
Supportworks is an Equal Opportunity Employer (EOE), and we welcome you to apply!
Company
Supportworks
Omaha, United States of America
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