Technical Support Team Lead – Time & Attendance

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of the Technical and Scripting Support Team, managing workloads, setting priorities, and providing technical guidance.

• Mentor analysts through constructive feedback, case evaluations, and hands-on troubleshooting.

• Serve as the primary contact for intricate customer escalations.

• Assist in ensuring that the team adheres to the established service levels (SLAs).

• Identify, prioritize, test, and deliver tailored scripting requests.

• Author and review code utilizing Swipeclock’s unique scripting language.

• Resolve complex issues related to software, time-clock hardware, APIs, networking, and third-party integrations.

• Enhance case quality within Salesforce Service Cloud.

• Lead bug triage efforts and collaborate with Development to address software defects.

• Collaborate with Product, Development, Customer Success, and Professional Services teams.

• Leverage Salesforce reports and dashboards to monitor service levels, case backlogs, escalations, quality, and customer outcomes.

• Create reusable knowledge bases, documentation, and best practices.

• Engage in the team’s holiday and weekend on-call rotation.

⛳️ Requirements

• Essential experience in time and attendance or time and labor technology.

• A minimum of 2 years in customer service or technical support roles.

• Proven experience in leading, mentoring, or providing senior-level direction within a technical support setting.

• Understanding of how timekeeping, attendance, and labor management processes impact payroll.

• Familiarity with Salesforce CRM or Salesforce Service Cloud.

• Strong analytical and troubleshooting capabilities.

• Excellent written and verbal communication skills.

• Ability to juggle competing priorities while maintaining a hands-on approach.

• Completion of two years of college-level coursework in Computer Science, IT, or a related field, or equivalent education and experience.

• Programming or scripting experience is especially advantageous.

• Knowledge of C#, APIs, automation, software integrations, networking, or clock hardware is beneficial.

• Experience with SaaS platforms, scheduling, leave/accrual tracking, or payroll integrations is a plus.

• Familiarity with Swipeclock products or other Workforce Management solutions is an advantage.

• Willingness to participate in the team’s holiday and weekend on-call rotation.

🏝️ Benefits

• 7% bonus.

• Opportunities for continuous learning and career advancement.

• Recognized as a Great Place to Work® certified employer.

• Support for well-being, inclusion, and personal development.

• Adjustments or accommodations available during the application process.