Remote Technical Support Team Lead

Remote

San Francisco (CA)

Remote

USD 90,000 - 130,000

Full time

14 days+

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

NiCE is seeking a Team Lead, Technical Support in San Francisco to guide advanced technical support operations for our SaaS-based customers. You will own complex issues, coordinate cross-functional teams, and mentor peers to improve service quality.

Preferred candidates have 7+ years in technical customer support, deep networking knowledge, and strong communication skills. This role offers remote-friendly arrangements and a dynamic, fast-paced environment with a focus on continuous improvement.

Qualifications

7+ years’ work experience in a technical customer service role.
Strong knowledge of SaaS, telecommunications, contact centre software, and networking technologies (VOIP, QoS, SIP).
Excellent written and verbal communication with the ability to document detailed case work.
Experience creating and updating knowledgebase content using best practices.

Responsibilities

Provide advanced technical support via phone, chat, email and online channels.
Analyse logs, traces and captures to determine root causes and drive resolutions.
Mentor teammates on communication, troubleshooting and product knowledge.
Ensure cases progress according to SLA targets and escalate when needed.
Develop training materials and knowledge content for internal and external users.