Senior Technical Support & Engagement Lead

United States Digital Space LLC; New York (NY); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Competitive compensation (may include‑

Equity

Retirement & ESPP

Flexible PTO

Medical, dental, vision

Parental leave

Learning stipend

In-office culture & community

Volunteer & donation matching

Job summary

United States Digital Space LLC is seeking a Support Engagement Lead to deliver premium technical support for a designated group of named customers. You will be the primary technical contact and advocate, coordinating with Success and Recurring Services to ensure seamless platform integration, performance, and value delivery.

The role emphasizes proactive problem solving, customer advocacy, and driving adoption of features while maintaining strong relationships and clear communication across

Qualifications

• Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level)
• 3–6 years of client-facing experience in a SaaS company with 2–3 years in Technical Support and 1–2 years in account management
• Exemplary written and verbal communication with strong follow-up skills
• Thrives in a highly collaborative role and cross-team initiatives
• Strong analytical skills for technical issues
• Experience handling time-sensitive, pressure-intensive customer issues
• Knowledge of Case Management tools like Salesforce or Zendesk
• Technical knowledge to leverage APIs and write basic SQL; bonus for Postman/Snowflake/Snowsight
• Experience with company platform and technical domains such as Mobile development, Kibana, Datadog, and Email architecture
• Experience with HTML, CSS, Javascript, Ruby, Java or other programming languages

Responsibilities

• Own and take ultimate responsibility for named customer’s technical needs across platform integration, performance, and troubleshooting
• Be the main point of contact and trusted technical advisor for customers
• Partner with Customer Success and Recurring Services to lead technical escalations and ensure great outcomes
• Deliver product value by reducing risk and enabling feature adoption
• Advocate for customer needs and product enhancement requests across the org
• Analyze customer support patterns to identify trends and risks
• Help customers create Centers of Excellence for knowledge sharing
• Maintain regular touchpoints via support cases, kick-offs, events, and Technical Business Reviews
• Support onboarding teams to transition clients from onboarding to ongoing activity

Skills

Communication

Problem solving

Team player

Analytical skills

Time management

Technical aptitude

SQL basics

Education

Bachelor’s degree

Tools

Salesforce

Zendesk

Postman

Snowflake/SnowSight

Job description

United States Digital Space LLC is seeking a Support Engagement Lead to deliver premium technical support for a designated group of named customers. You will be the primary technical contact and advocate, coordinating with Success and Recurring Services to ensure seamless platform integration, performance, and value delivery.

The role emphasizes proactive problem solving, customer advocacy, and driving adoption of features while maintaining strong relationships and clear communication across