Technical Support Lead

Job overview

The Technical Support Lead role is onsite in Omaha, NE. Compensation is not specified. Supportworks builds technology, including its SolutionView Tablet app, integrations, APIs, and configuration, for its dealers. The lead resolves complex technical issues while coaching a small support team and building processes, documentation, and training. The role helps dealers receive dependable support and enables the support function to scale while improving product and customer experience.

What you'll do

• Own complex issues involving application behavior, configuration, integrations, APIs, authentication, and data or CRM synchronization
• coach support staff
• set expectations for ticket quality and follow-up
• manage escalations to Development
• build troubleshooting guides, FAQs, and training
• identify patterns and recommend product, process, and training improvements
• prepare the team for product releases
• help hire and onboard team members.

What we're looking for

Skills & competencies

technical support lead

saas support

api troubleshooting

integrations

authentication

crm sync

escalation management

support team coaching

omaha ne

supportworks

knowledge base

product support

Work arrangement

• Weekend coverage required

About the employer

Supportworks is hiring for this role. Industry: Custom Computer Programming Services. Sector: 54.