Lead Technical Support Engineer | Rotational Shift | Remote

genisights Pvt Ltd; California (MO); Remote; USD 60,000 - 100,000; Full time

Job summary

Join a fast-scaling tech company as a Technical Support Team Lead, where you will empower a high-performing support team and drive customer success. This role emphasizes proactive problem-solving and collaboration across teams, ensuring exceptional customer experiences. With your extensive experience in customer support and leadership, you'll shape the future of local businesses while enjoying true ownership of your work. Be part of a culture built on innovation, accountability, and growth, where your contributions directly impact customer satisfaction and company success.

Qualifications

• 8+ years in Customer Support/Tech Support with 2-3 years in leadership.
• Deep understanding of SaaS environments and technical debugging.
• Proven experience in hiring and managing high-performance teams.

Responsibilities

• Lead and mentor a team of 7-11 Support Engineers, ensuring SLAs are met.
• Resolve complex technical issues and monitor team performance.
• Align technical support with business impact to ensure customer happiness.

Skills

Customer Support

Technical Support

Leadership

SQL

Communication Skills

Problem Solving

SaaS Environments

Multitasking

Tools

Support Tools

Collaboration Platforms

Microsoft Office

Job description

Role Overview:

Were seeking a passionate and experienced Technical Support Team Lead to empower, grow, and lead our high-performing support team. In this role, you wont just be resolving tickets you'll be building a proactive, customer-obsessed support function that plays a critical role in our customers success and our companys growth.

You’ll work cross-functionally with Customer Success, Engineering, Product, Onboarding, and Enablement teams — serving as the glue that brings together technical problem-solving and exceptional customer experience.

What You’ll Own:

• Lead and mentor a team of 7–11 Support Engineers, driving daily operations and ensuring SLAs are met with quality and care.
  
• Create and manage support schedules, training plans, and ongoing enablement to ensure full team readiness.
  
• Step in to resolve complex or escalated technical issues with speed and empathy.
  
• Monitor and evaluate team performance, providing real-time feedback, coaching, and growth plans.
  
• Align technical support with business impact — ensuring customer happiness, reduced churn, and increased product adoption.
  
• Coordinate support-related activities with Onboarding, CSMs, and Product/Engineering teams.
  
• Own and enforce best-in-class SOPs, processes, and escalation frameworks.
  
• Drive a culture of accountability, learning, and innovation across the support team.
  
• Represent Support in internal reviews and customer-facing meetings — bringing data, insights, and solutions to the table.
  
• Help build the next generation of support excellence — scaling systems, tools, and processes as we grow.

Your Superpowers:

• 8+ years of experience in Customer Support/Tech Support, with at least 2–3 years in a leadership role.
  
• Deep understanding of SaaS environments, technical debugging, and customer workflows.
  
• Strong command of SQL and the ability to troubleshoot technical issues through data analysis.
  
• Outstanding communication skills — both verbal and written. Able to speak "engineer" and "customer" fluently.
  
• Proven experience in hiring, coaching, and managing high-performance teams.
  
• Proficiency with support tools, collaboration platforms, and Microsoft Office (Word, Excel, PowerPoint).
  
• Experience collaborating with Product, Engineering, and GTM teams to close feedback loops and drive product enhancements.
  
• Naturally curious and proactive — you don’t wait for problems to be handed to you.
  
• Strong multitasking ability; thrives in a fast-paced, high-growth environment.
  

Why You’ll Love Working Here:

• Be part of a fast-scaling tech company that’s shaping the future of local business.
  
• Collaborate with industry leaders and passionate problem-solvers.
  
• Enjoy true ownership — your work will directly impact customer satisfaction and revenue.
  
• Join a culture built on innovation, grit, and accountability.
  
• We're not about bureaucracy — we're about building, learning, and growing fast.