Technology Support Lead

This is a fully remote position, open to applicants in Colorado, +8 more states.

📋 Description

• Take charge of the daily resolution of technical issues stemming from help desk tickets submitted by customers, advisors, and other users of the marketplace.

• Identify root causes using logs, tools, and knowledge of the platform.

• Differentiate between product/system problems and user errors or isolated incidents.

• Triage and direct confirmed issues to the relevant internal teams, ensuring they are monitored until resolution.

• Lead or support root cause analysis for significant disruptions.

• Correlate product releases and deployments with emerging ticket trends to identify potential regressions.

• Serve as an informal quality assurance layer for both customer- and advisor-facing tools.

• Stay updated on the core functionality of the platform.

• Develop and maintain troubleshooting documentation, standard operating procedures (SOPs), and escalation processes.

• Provide exceptional support for VIP users.

• Collaborate with engineering, QA, product, and other internal teams to advocate for systemic solutions.

• Analyze ticketing data to spot trends and prioritize engineering investments.

• Manage and oversee the IT ticketing system.

• Carry out helpdesk operations including onboarding and offboarding, account management, hardware troubleshooting, software licensing, SaaS provisioning and administration, as well as equipment purchasing and shipping.

⛳️ Requirements

• A minimum of 3 years’ experience in a Technology Support Lead or a comparable role.

• At least 3 years of demonstrable experience in a SaaS or technology-centric environment.

• Proficient in triaging and resolving help desk tickets from various user groups.

• Capable of identifying root causes rather than just addressing symptoms.

• Experience in recognizing patterns and investigating issues across multiple products.

• Familiarity with escalating issues to QA, development, and product teams until resolution.

• Comprehensive technical understanding of how a product or platform operates from end to end.

• Proven experience leading root cause analyses during service disruptions.

• Strong skills in incident management.

• Project management capabilities, including organizing cross-functional meetings and tracking issues to completion.

• Prior experience in technical support, IT operations, or support operations.

• Excellent analytical skills and the ability to leverage ticket/support data to identify trends.

• Outstanding communication skills, with the ability to explain technical issues to both technical and non-technical stakeholders.

• Experience in a B2C/DTC environment within a small to medium-sized company.

• Practical experience with ticketing systems such as Zendesk, Jira Service Management, or Freshdesk.

• Must currently reside in Colorado, Florida, Massachusetts, New Jersey, Ohio, Pennsylvania, Tennessee, Texas, or Washington.

• Must not require employment visa sponsorship now or in the future.

🏝️ Benefits

• Unlimited vacation policy.

• Flexible work schedule.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Wellness wallet reimbursement for gym memberships, workout equipment, mindfulness apps, healthy food boxes, ergonomic workspace tools, and more.

• Tuition reimbursement program.

• Opportunities for continuous learning.

• 401k matching.

• Access to expert financial advice.

• Remote-based work.