Technical Support LeadNew Vancouver, WA

About the role

As Technical Support Lead, you’ll be the technical problem-solver behind our customer support experience. You’ll work directly with customers to troubleshoot issues, dig into how Digs works under the hood, identify root causes, and partner with Engineering and Product on complex problems. This isn’t traditional support. You’ll combine strong customer instincts with technical curiosity to investigate integrations, data issues, bugs, and product gaps while helping build the processes and documentation needed to scale support.

Responsibilities

• Own Technical Support
  • Serve as a point of contact for customers with varying product questions and issues
  • Troubleshoot, reproduce, and resolve issues while keeping customers informed
  • Identify recurring issues and know when to bring in Engineering or Product
• Partner Across Product & Engineering
  • Translate customer issues into clear, actionable technical context
  • Partner with Engineering and Product to diagnose bugs and identify product improvements
  • Close the loop with customers and bring learnings back to the team
• Build Scalable Support
  • Create documentation, troubleshooting guides, and repeatable support processes
  • Improve workflows, tooling, and self-service as the team grows
  • Develop deep expertise in the Digs platform, integrations, and how things work under the hood

Requirements