Remote Lead, Technical Support — Telemetry & Security

HelpfulRemote; Northern (KY); Hybrid; USD 116,000 - 181,000; Full time

Benefits offered by this job

Bonus and benefits eligibility

Job summary

HelpfulRemote is seeking a leader to head a technical support team responsible for telemetry infrastructure for enterprise IT and security teams. The role focuses on managing escalations, coaching engineers, and ensuring SLA and customer satisfaction while building deep product knowledge.

The position is full-time and remote-first, open to candidates in the USA, with a base salary range of $116,000 to $181,000 plus bonus and benefits eligibility. Stand-by and on-call duties may be required.

Qualifications

• Proven leadership experience managing highly technical teams.
• At least 3 years in a leadership role.
• 10 years in customer-facing positions.
• Strong technical aptitude and communication skills.
• Understanding of big data concepts.

Responsibilities

• Lead a technical support team and manage escalations to ensure SLA and customer satisfaction.
• Review case metrics and statistics to drive improvements.
• Mentor and coach engineers to deepen product knowledge.
• Collaborate with cross-functional teams to optimize support processes.
• Be available for stand-by, on-call, or off-hours responsibilities as needed.

Skills

Leadership

Customer-facing

Technical aptitude

Communication skills

Big data concepts

Tools

Cribl

Splunk

Elastic

Kafka

AWS

Azure

GCP

Job description

HelpfulRemote is seeking a leader to head a technical support team responsible for telemetry infrastructure for enterprise IT and security teams. The role focuses on managing escalations, coaching engineers, and ensuring SLA and customer satisfaction while building deep product knowledge.

The position is full-time and remote-first, open to candidates in the USA, with a base salary range of $116,000 to $181,000 plus bonus and benefits eligibility. Stand-by and on-call duties may be required.