Technical Support Escalations LeadAbout the Role:Our Customer Success team is hyper-focused on providing an exceptional customer experience. The Technical Support Escalations Lead will play a critical role in the day-to-day execution of our Technical Support organization, ensuring complex issues are resolved quickly, escalations are handled with confidence, and expertise is provided to the technical support team as needed.
This role is highly hands-on and issue-centric. You will take on key escalated cases and act as a liaison for critical customer interactions while partnering closely with Engineering, Product, Customer Success, and Implementation to ensure our customers' technical concerns are resolved completely. You will also act as a technical lead for the technical team, directing tasks to be completed and becoming a subject matter expert to support faster case resolution. The ideal candidate is a highly technical problem solver who thrives in fast-paced SaaS environments and is not afraid to get their hands dirty.
Where You'll Work: - Full-time, in-office at our headquarters in Dallas, TX. (hybrid possible after training is complete)
- You'll be right in the heart of the action, surrounded by a team of passionate, high-energy individuals who thrive in a collaborative, fast-paced environment.
What You'll Do: - Manage the daily operations of the Technical Support team, ensuring tickets, escalations, and incidents are resolved efficiently and with high quality.
- Serve as a hands-on leader and escalation point for complex technical issues that require deeper investigation or cross-functional coordination
- Perform advanced troubleshooting, including reviewing logs, investigating data issues, validating workflows, and identifying root causes of platform problems.
- Conduct root cause analysis on recurring issues and partner with Engineering and Product to prevent repeat failures.
- Monitor the support queue to identify stalled or high-risk cases and proactively drive them toward resolution.
- Lead real-time incident response during outages or large-scale issues, coordinating communication across Support, Engineering, Customer Success, and Leadership.
- Translate technical issues into clear, customer-friendly explanations for internal teams and customers.
- Act as a liaison between Technical Support, Engineering, Product, Implementation, and Customer Success to ensure alignment on active issues.
- Provide detailed case summaries, reproducible steps, and technical context to Engineering to accelerate bug fixes and improvements
- Identify recurring product gaps and communicate patterns to Product and leadership to influence roadmap decisions.
- Identify workflow inefficiencies and partner with the Technical Support Manager to improve processes, tooling, and routing.
- Own and maintain knowledge base quality by ensuring complex solutions are documented and reusable.
- Track and manage operational metrics, including resolution time, backlog health, escalation volume, and customer satisfaction
- Act as an escalation point for high-impact customers or high-risk situations requiring technical authority.
- Partner with Customer Success, Implementation, and Customer Support to ensure a seamless experience across the full customer lifecycle.
What We're Looking For:- 2 to 3 years of experience in technical support, customer support, or customer success in a SaaS environment.
- At least 1 year of experience mentoring technical support team members.
- Strong technical troubleshooting skills and ability to investigate complex system issues.
- Experience working with SQL, logs, APIs, databases, or technical debugging tools
- Experience managing escalations and high-priority customer situations
- Experience working cross-functionally with Engineering, Product, and Customer Success teams
- Strong understanding of support operations in a multi-channel environment, including chat, phone, and email
- Experience with support platforms such as Jira, Salesforce or similar tools
- Strong analytical mindset with the ability to identify patterns and root causes across large volumes of cases
- Ability to stay calm and organized in high-pressure situations
- Strong communication skills with the ability to explain technical issues to non-technical audiences
Why You'll Love Working Here:- Impactful, Fast-Paced Startup Culture: Work on exciting projects that truly move the needle.
- Comprehensive Health Coverage: Medical insurance, plus dental & vision benefits to keep you covered.
- Health & Wellness Perks: Memberships to keep you feeling your best.
- 401(k) Plan: Secure your future while you grow with us.
- Clear Path for Growth: Transparent career progression, professional development, and promotion opportunities.
- Paid Parental Leave: Support for you and your family when it matters most.
