Texas Licensed Tier 1 Support Lead
Job Summary
Leading the development and execution of hypercare and Tier 1 support services, the full-time Texas Licensed Tier 1 Support Lead will manage ticketing processes, provide user assistance, and coordinate with stakeholders in a remote environment.
Key Responsibilities
- Develop the hypercare and Tier 1 support operating model, including staffing plans and performance reporting
- Provide user assistance, issue intake, and troubleshooting during go-live office hours
- Own ticket logging, categorization, prioritization, and escalation of complex issues to higher tiers
Required Qualifications
- Bachelor's degree in information systems, business, service management, or related field, or equivalent experience
- At least 5 years of experience in application support, service desk, or customer success roles
- Experience leading Tier 1 support or hypercare for SaaS or enterprise applications
- Working knowledge of incident, request, and knowledge management practices
- Experience with ticketing systems and service performance reporting
Complete Job Description
The complete job description is available to members. Premium membership includes:
Full access to 44,774 remote jobs from human-vetted companies, updated daily
Resume Builder - AI-powered tool to craft, enhance, and tailor your resume to a specific job
Twice-monthly live group coaching and the full Remote Career Center
20% member discount on Career Services
Backed by a 30-day money-back guarantee
Company Company Name
Headquarters Headquarters
Founded Founded
Website
The company description is available to members. Go Premium for full access to every job and company profile in our remote jobs database, backed by a 30-day money-back guarantee.
