Technology Support Lead

Job Summary

Seeking a full-time remote Technology Support Lead with a minimum of 3 years' experience to manage the resolution of technical issues from help desk tickets, collaborating cross-functionally to enhance user experience and drive system improvements.

Key Responsibilities

• Serve as the escalation point for helpdesk tickets, diagnosing root causes and routing issues to appropriate internal teams
• Lead root cause analysis on major disruptions, monitoring product releases to identify trends and potential regressions
• Maintain troubleshooting documentation and advocate for systemic fixes based on ticket data trends

Required Qualifications

• Minimum 3 years of experience in technical support or IT operations, with a focus on triaging and resolving help desk tickets
• Proven ability to conduct root cause analysis and coordinate with engineering, QA, and product teams
• Deep understanding of product/platform functionality to diagnose issues independently
• Strong incident management and project management skills, with experience organizing cross-functional efforts
• Analytical skills to utilize ticket data for identifying trends and justifying engineering priorities