Hands-On Technical Support Lead | Build & Scale a High-Impact Team

Supportworks, Inc.; Omaha (NE); On-site; USD 90,000 - 120,000; Full time

Job summary

Supportworks, Inc. in Omaha, Nebraska is seeking a Technical Support Lead to own complex issues end to end across our SolutionView Tablet app, integrations, APIs, and authentication. You’ll drive resolution, coach a small team, and build scalable support processes that uphold quality for dealers.

You’ll lead knowledge base creation, mentor teammates, and partner with Product/Development to deliver improvements, ensuring a high standard of customer care and ownership.

Qualifications

• 3+ years in technical/SaaS support with integrations, APIs, authentication, and diagnosing defects.
• Exceptional troubleshooting and the ability to explain your thinking and teach problem solving.
• Experience mentoring or leading a support team, with judgment to coach or contribute hands‑on.
• Strong communication skills, especially writing and documenting technical issues for developers and dealers.
• Comfort collaborating across Support, Product, and Development.
• Strong ownership mindset and follow-through on issues.
• Curiosity and learning agility for unfamiliar systems.

Responsibilities

• Own complex technical issues end to end - apps, configuration, integrations, APIs, authentication, data/CRM sync - and drive resolution.
• Coach a small support team to troubleshoot systematically and grow independence.
• Set expectations for ticket quality and keep day‑to‑day operations healthy.
• Own escalation path to Development with well‑documented, reproducible issues.
• Build knowledge base with troubleshooting guides and training.
• Spot patterns and drive product/process improvements with relevant teams.
• Keep dealers informed and supported throughout resolution, even when answers aren’t immediate.
• Prepare the team for product releases and changes for confident support from day one.
• Assist hiring, onboarding, and team growth as support volume expands.

Skills

3+ years in technical/SaaS support

Troubleshooting

Mentoring/leadership

Strong communication

Cross-functional collaboration

Ownership

Curiosity/learning agility

Job description

Supportworks, Inc. in Omaha, Nebraska is seeking a Technical Support Lead to own complex issues end to end across our SolutionView Tablet app, integrations, APIs, and authentication. You’ll drive resolution, coach a small team, and build scalable support processes that uphold quality for dealers.

You’ll lead knowledge base creation, mentor teammates, and partner with Product/Development to deliver improvements, ensuring a high standard of customer care and ownership.