Technical Support Team Lead

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

Requirements

• 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
• Strong proficiency with customer support platforms (e.g., Zendesk, Salesforce Service Cloud)
• Experience in leading and mentoring a small team of support engineers
• Strong proficiency with incident management and escalation processes
• Experience in meeting or exceeding challenging SLAs and KPIs
• 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

Qualifications

Must have a Bachelor's degree in a technical field or equivalent practical experience.

Skills

• Technical Support Leadership
• Customer Service
• Problem Solving
• Team Management
• Knowledge Base Development
• Incident Management
• Remote Diagnostics
• IT Service Management
• Software Configuration
• Integration and Performance Issues
• Database Concepts
• Web Technologies
• ITSM Principles

Benefits

At Interact, we believe in treating everyone with the same respect and honesty. Our people are our most valuable assets, and we strive to create a positive team environment focused on collaboration and continuous learning.

Pay

Competitive compensation package based on experience and qualifications.

Schedule

Flexible work schedule to accommodate your needs.