Technical Support Team Lead

Department: Engineering

Employment Type: Full Time

Location: Remote, US

Reporting To: Andy Buckley

Compensation: $95,000 - $110,000 / year

Description

The Technical Support Team Lead at Interact Software is essential for guiding and empowering our support engineers to deliver outstanding technical assistance, ensuring prompt and effective resolution of customer issues. This role is accountable for the day-to-day operational excellence of a support team, fostering a highly skilled and customer-focused environment. Ultimately, you will directly contribute to customer satisfaction and retention by ensuring consistent, high-quality support experiences for all Interact users.

Responsibilities
• Consistent achievement of team-level support KPIs, including response times and resolution rates
• A highly skilled and motivated support team that consistently delivers excellent customer service
• Efficient and accurate resolution of escalated technical issues, minimizing customer impact
• Contributed to an expanded and improved self-service knowledge base and internal documentation
• Positive customer feedback and high satisfaction scores from interactions with the team
• Provide technical guidance and mentorship to a team of Technical Support Engineers
• Oversee the daily queue management, ensuring efficient ticket distribution and adherence to SLAs
• Act as an escalation point for complex technical issues, providing hands-on troubleshooting and solutions
• Conduct regular 1:1s and performance reviews, offering constructive feedback and development plans
• Identify training needs and organize sessions to enhance the team's technical skills and product knowledge
• Contribute to the creation and improvement of knowledge base articles and internal documentation
• Monitor key support metrics and identify trends to proactively address potential issues
• Collaborate with engineering and product teams to represent customer issues and advocate for solutions
• Participate in on-call rotations or provide extended hour support as required
• Hands on working complex cases and key strategic cases.
Champion a positive team environment focused on collaboration and continuous learning

A little about you...

• Proven experience (5+ years) in a technical support role, with at least 2 years in a leadership or senior capacity
• Demonstrable experience in troubleshooting complex software issues, ideally for a B2B SaaS product
• Experience in leading and mentoring a small team of support engineers
• Strong proficiency with customer support platforms (e.g., Zendesk, Salesforce Service Cloud)
• Track record of meeting or exceeding challenging SLAs and KPIs
• Experience with incident management and escalation processes
• Proven ability to analyse technical problems and provide clear, concise solutions
• Experience in contributing to or developing knowledge base content
• Familiarity with remote diagnostic tools and techniques
• Bachelor's degree in a technical field or equivalent practical experience
• In-depth knowledge of technical support operations and best practices
• Strong understanding of Interact's software products and their underlying technologies
• Proficiency in diagnosing software configuration, integration, and performance issues
• Familiarity with common database concepts (e.g., SQL) and web technologies
• Understanding of IT service management (ITSM) principles
• Excellent problem-solving and analytical skills
• Strong leadership and coaching abilities
• Exceptional communication and interpersonal skills
• Highly organized and adept at managing multiple priorities
• Customer-centric with a calm and empathetic approach

Benefits

• 25 Holidays/PTO (with the option to buy and sell additional days)
• 401K contributions after 3 months service
• Company healthcare plans or 3rd party reimbursement
• Voluntary Dental, Vision and Life Cover
• Flexible Saving Account
• Employee Discount and Reward Program
• Reimbursement for use of personal mobile phone