Job Description

Job Summary 

We are looking for a Tech Support Lead to take the next step from being a strong individual contributor into leading day-to-day technical support. This is a hands-on role, not a management position: you are not a developer, but you can read code, trace it through a system, identify the root cause of a bug, and make a simple, low-risk fix yourself when appropriate. For anything beyond a simple fix, you partner closely with the development team to drive issues to a permanent resolution. You are comfortable using AI-assisted tools to speed up investigation, debugging, and documentation. Alongside the technical work, you act as the point person for your support team, guiding less experienced teammates and helping raise the overall standard of how issues get investigated and closed. 

Key Responsibilities

1. Take ownership of complex or escalated technical issues and drive them to resolution, staying hands-on rather than simply routing tickets to others.

2. Read and understand application code, logs, and system architecture well enough to trace an issue to its root cause, even without writing production code day to day.

3. Make simple, well-understood code changes or configuration fixes directly when it is safe and appropriate to do so, following the team's code review and testing standards.

4. Build and maintain a strong working understanding of the system's end-to-end flows (application, integrations, data, and infrastructure) to speed up diagnosis and reduce reliance on others for basic investigation.

5. Partner with the development team on issues that require deeper code changes, ensuring the underlying cause is fixed rather than patched, and that recurring issues are permanently resolved.

6. Track recurring and repeat issues, identify patterns, and push for and follow through on permanent fixes rather than repeated workarounds.

7. Use AI-assisted tools (e.g., Claude, ChatGPT, Copilot, or similar) to accelerate log analysis, root cause investigation, documentation, and communication, while applying sound judgment to verify AI-generated findings before acting on them.

8. Act as the technical point of reference for the support team: guide less experienced support engineers on tricky issues, review their diagnosis and proposed fixes, and help build their troubleshooting skills over time.

9. Prioritize and triage incoming issues by severity and business impact, and manage escalations calmly under pressure.

10. Write and maintain clear runbooks, known-issue documentation, and root-cause postmortems so issues and their fixes are not lost in tribal knowledge.

11. Collaborate closely with Engineering and DevOps to close the loop between what customers experience and what gets built or fixed.

12. Report on support trends, recurring issues, and resolution metrics to engineering and business stakeholders.

13. Continuously improve support processes, tooling, and monitoring to catch issues earlier and reduce repeat incidents.

Job Requirements

 Required Qualifications

• A Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a closely related field is required; this technical background is necessary for the role.
• 3+ years of experience in technical/application support, with demonstrated hands-on issue resolution, not just ticket triage.
• Ability to read and understand code (e.g., Java, Node.js, SQL) well enough to identify bugs, trace logic, and make small, safe fixes.
• Working understanding of how enterprise applications work end-to-end: APIs, databases, integrations, and system architecture.
• Solid experience with relational databases and SQL for investigation and diagnosis.
• Experience using Git and following basic version control and code review practices for any code changes made.
• Practical, day-to-day experience using AI coding or productivity assistants (e.g., Claude, ChatGPT, GitHub Copilot, Cursor) to investigate issues, analyze logs, or draft documentation.
• Strong analytical and debugging mindset, with a bias toward finding and fixing root causes over closing tickets quickly.
• Excellent communication skills, with the ability to explain technical issues clearly to both engineers and non-technical stakeholders.
• Strong ownership mentality, calm under pressure, and ready to take on informal leadership within a support team (e.g., guiding peers, owning escalations) even without prior formal management experience.
• Preferred Qualifications
• Experience working in globally distributed teams across multiple time zones.

Skills