Remote Technical Support Lead, RCA & Incident Response

Vse Inc; Northern (KY); Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Unlimited vacation

Flexible work schedule

Wellness wallet

Job summary

Voice Systems Engineering (VSE) seeks a Technology Support Lead to own day-to-day resolution of technical issues from a two-sided marketplace. You will read tickets, trace root causes, and drive fixes with engineering, QA, and product teams.

You’ll analyze ticket data to spot trends and escalate to the right internal teams. The role is remote-first, emphasizes deep product knowledge, and requires strong communication.

Qualifications

• Experience triaging and resolving help desk tickets from diverse user groups and identifying root causes.
• Identify patterns and investigate issues across product areas and escalate until resolution.
• Deep understanding of how a product or platform works to diagnose issues independently.
• Lead RCA on major disruptions and coordinate with engineering, QA, and product teams.
• Strong incident management skills for cross-functional resolution efforts.
• Plan and organize cross-functional sessions and track issues to closure.
• Background in technical support, IT operations, or support operations.
• Use ticket data to identify trends and help prioritize engineering investments.

Responsibilities

• Ticket-Based Issue Resolution: diagnose root cause using logs, tools, and platform knowledge.
• Distinguish true issues from user errors and route issues to internal teams.
• Root Cause Analysis: lead or assist RCA on major disruptions.
• Documentation & Training: maintain up-to-date knowledge and create troubleshooting guides.
• Cross-Functional Coordination & Data: advocate fixes and maintain SOPs for ticket handling.
• Operations: manage IT ticketing system and routine helpdesk tasks.

Skills

Help desk tickets

Root cause analysis

Incident management

Cross-functional coordination

Data analysis

Technical troubleshooting

Communication

Project management

Job description

Voice Systems Engineering (VSE) seeks a Technology Support Lead to own day-to-day resolution of technical issues from a two-sided marketplace. You will read tickets, trace root causes, and drive fixes with engineering, QA, and product teams.

You’ll analyze ticket data to spot trends and escalate to the right internal teams. The role is remote-first, emphasizes deep product knowledge, and requires strong communication.