Associate Technical LeadDepartment: Support
Employment Type: Full Time
Location: US
DescriptionWe are seeking a
highly skilled Associate Technical Lead with expertise in
technical troubleshooting, client support, and SaaS products. This
client-facing role is critical in delivering exceptional technical solutions for our
Archibus product, ensuring system reliability and operational continuity. If you have strong technical expertise, problem-solving abilities, and can effectively communicate with both technical and business stakeholders, we'd love to hear from you!
As an Associate Technical Lead, you will be responsible for
providing Tier 2 technical support,
resolving complex issues, and
collaborating across departments to deliver solutions efficiently. You will be
hands-on with databases, cloud technologies, and web development, while also mentoring team members and optimizing live system performance. You will be supporting clients on the west coast and will need to be available to work
8am-5pm PST. Responsibilities- Technical Troubleshooting & Issue Resolution - Address complex technical challenges in Archibus to ensure client satisfaction.
- Cross-Functional Collaboration - Work closely with teams across Technical Support, Cloud Operations, Development, and Professional Services to resolve issues effectively.
- Client Engagement & Support - Partner directly with customer and partner teams to facilitate smooth issue resolution.
- Product Support & Enhancements - Identify patterns in technical challenges and proactively optimize product performance.
- Performance Optimization & Live Monitoring - Ensure system reliability with proactive tracking and fine-tuning.
- Innovative Problem Solving - Apply creative thinking to develop effective solutions for technical challenges.
- Clear Technical Communication - Convey complex technical concepts to both technical teams and business stakeholders.
- Training & Documentation - Share knowledge internally, document best practices, and mentor team members.
- Bug Identification & Submission - Identify, document, and escalate software bugs for advancement to the Engineering team.
- Contribute to Engineering Hackathons - Bring fresh ideas and contribute to key initiatives.
About You- 5+ years of experience supporting SaaS software - Expertise in troubleshooting and resolving technical issues.
- Advanced product knowledge - Strong understanding of Archibus and SaaS platform functionalities.
- Moderate experience with SQL Server, Azure, SSO, SAML, APIs - Ability to navigate complex technical environments.
- Proficient in Web Development - Skilled in HTML, JavaScript, React.js, Java, XML, and CSS.
- Cloud & Security Expertise - Experience with SAML, SCIM, AWS, Azure, Apache Tomcat.
- DevOps & CI/CD Knowledge - Familiarity with GitLab, GitHub, Agile methodologies, and automated deployment practices.
- Diagnostic & Analytical Skills - Strong troubleshooting abilities to resolve technical challenges efficiently.
- Excellent Communication - Ability to articulate technical concepts clearly to both technical and non-technical audiences.
- Standard working hours are 8:00 AM to 5:00 PM Pacific Time; availability during this window is required.
Preferred Qualifications:- Cloud Operations Expertise - Background in Site Reliability Engineering or Cloud Operations.
- Security Protocol Knowledge - Strong grasp of identity management and security protocols.
- AutoCAD & Building Systems - Familiarity with AutoDesk AutoCAD and Revit for troubleshooting building and floor plan issues.
- FedRAMP Compliance Experience - Supporting FedRAMP-compliant products.
Benefits- Health, Dental, Vision & Pet Insurance
- Dependent, Spousal and Domestic Partner coverage available
- Up to $1000 Company HSA Contribution
- Medical, Dependent Care and Limited FSA Accounts
- Income Protection and Replacement - 100% Company Paid
- Short Term Disability
- Long Term Disability
- Life Insurance
- Employee Assistance Program
- Flexible PTO
- 401K with company match
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