Senior Support Lead - IT Operations

Sapsf; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Sapsf is seeking a Senior Support Lead - IT Operations to enhance customer satisfaction by driving continuous improvement, analyzing root causes, and delivering expert technical assistance to resolve complex issues.

The role bridges customer needs with product enhancements, guiding support processes to align with organizational goals and delivering strong leadership to the support team.

Qualifications

• Experience with product support processes across L1-L3 levels.
• Strong understanding of customer service principles and practices.
• Proficiency in root cause analysis techniques and tools.

Responsibilities

• Act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
• Conduct root cause analysis for critical issues to establish preventive measures.
• Collaborate with product management, development, and QA to provide strategic feedback and align with customer needs.
• Provide technical assistance to team members and mentor others to resolve issues efficiently.
• Drive continuous improvement of support processes, identifying opportunities for automation and efficiency.

Skills

L1-L3 support processes

Customer service principles

Root cause analysis

Communication & collaboration

Advanced problem solving

Job description

Career Opportunities: Senior Support Lead - IT Operations (176030)

Requisition ID176030-Posted10/08/2026

The Senior Support Lead plays a critical role in enhancing customer satisfaction by executing continuous improvement activities, conducting root cause analysis, and providing expert technical assistance to resolve complex customer issues. This position is pivotal in bridging the gap between customer needs and product enhancements, ensuring that support processes align with organizational goals.

Key Responsibilities

• 1. Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Utilizing Advanced Problem-Solving Skills And Technical Expertise To Ensure Timely And Effective Resolution.
• 2. Conduct Root Cause Analysis For Critical Issues, Utilizing Data Analysis Tools And Methodologies To Establish Preventive Measures That Reduce Future Defects And Enhance Product Reliability.
• 3. Collaborate Closely With Product Management, Development, And Qa Teams By Providing Strategic Feedback On Product Improvements, Influencing Design Decisions, And Ensuring Alignment With Evolving Customer Needs And Expectations.
• 4. Provide Comprehensive Technical Assistance To Team Members By Facilitating Knowledge Sharing And Mentoring, Enabling Them To Resolve Customer Issues Efficiently And Effectively.
• 5. Drive Continuous Improvement Initiatives For Support Processes And Workflows By Identifying Opportunities For Innovation, Automation, And Efficiency Enhancements, Implementing Best Practices To Optimize Service Delivery.

Skill Requirements

• 1. In-Depth Knowledge Of Product Support Processes Across L1-L2-L3 Levels.
• 2. Strong Understanding Of Customer Service Principles And Practices.
• 3. Proficiency In Root Cause Analysis Techniques And Tools.
• 4. Excellent Communication And Collaboration Skills To Work Effectively With Cross-Functional Teams.
• 5. Advanced Problem-Solving Skills With The Ability To Analyze Complex Issues And Develop Actionable Solutions.

Other Requirements

• 1. Itil Foundation Certification Is Preferred But Not Mandatory.
• 2. Certifications Related To Product Support And Customer Service Management Are Optional But Valuable.