Senior Tech Support Lead: Complex Escalations & Impact

PayRange; Portland (OR); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading fintech company in Portland is seeking a Senior Technical Support Specialist to manage complex technical issues and drive continuous improvement in support processes. This role involves providing troubleshooting expertise, acting as an escalation point for support teams, and ensuring high-quality support experiences for both B2C and B2B customers. Candidates should have over 5 years of experience, strong analytical skills, and the ability to communicate technical information effectively. A flexible schedule may be required to meet customer needs.

Qualifications

• 5+ years of experience in technical support or a similar role.
• Strong experience handling complex escalations.
• Ability to work cross-functionally with Product and Engineering teams.

Responsibilities

• Take ownership of complex support issues requiring advanced troubleshooting.
• Act as a senior escalation point for support teams.
• Translate technical findings into actionable updates for non-technical stakeholders.

Skills

Troubleshooting skills

Analytical skills

Communication skills

Organizational skills

Tools

Zendesk

Jira

Job description

A leading fintech company in Portland is seeking a Senior Technical Support Specialist to manage complex technical issues and drive continuous improvement in support processes. This role involves providing troubleshooting expertise, acting as an escalation point for support teams, and ensuring high-quality support experiences for both B2C and B2B customers. Candidates should have over 5 years of experience, strong analytical skills, and the ability to communicate technical information effectively. A flexible schedule may be required to meet customer needs.