Top 37120 technical lead Jobs

Technical Support Team Lead
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- Full-time
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- 5 years
- SQL
- Analysis skills
- Health insurance
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Quick Apply
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Lead - Splunk/Cribl Administrator
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1d

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Technical Support Team Lead

Interact Software -
Remote

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Job Details

Full-time
$95,000 - $110,000 a year
15 hours ago

Benefits

Health insurance
Dental insurance
Flexible spending account
Paid time off
Cell phone reimbursement
Vision insurance
Employee discount

Qualifications

Managing technical support teams

Full Job Description

Description

Interact provides enterprise-grade intranet software that connects over three million employees to leading global names like Levi's, Domino’s, Teva Pharmaceuticals, and Technicolor.

Our team of customer-focused problem solvers are passionate about helping organizations to communicate better. We do this together by constantly working to improve every service and product we offer. With offices in Manchester, New York, Dubai, Warsaw, and Poland, we operate across North America, EMEA, and Australia.

Click on any of our vacancies and you’ll see one thing in common – they all begin with this message. Why? Because at Interact we treat everyone with the same respect and honesty. Whether you’re a developer fresh out of college or a seasoned salesperson, we live the motto that we uphold for our customers: our people are our most valuable assets.

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

About Interact Software

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