Software Technical Support Lead

Job Summary

Serving as a subject matter expert, the remote Software Technical Support Lead will independently manage the full lifecycle of customer support engagements for a commercial digital identity software portfolio, ensuring high-quality solutions and continuous improvement of support processes.

Key responsibilities

• Act as the primary point of contact for customer technical support, managing complex and escalated support cases
• Evaluate customer issues and recommend tailored solutions, while maintaining thorough documentation and adherence to service level objectives
• Contribute to process improvements and support workflows based on customer interaction data and trends

Required qualifications

• Bachelor's degree in Manufacturing Engineering, Systems & Industrial Engineering, Computer Science, or a related technical discipline
• Minimum of 2-5 years of experience in technical support, managing complex technical issues independently
• Strong proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• Excellent written and verbal communication skills for conveying technical concepts to diverse audiences
• Strong analytical skills with the ability to synthesize customer feedback into actionable recommendations