Senior Technical Support Lead (100% Remote)

Measured

United States

Remote

USD 90,000 - 120,000

Full time

4 days ago

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Benefits offered by this job

100% Remote

Job summary

Measured is seeking a Senior Technical Customer Support Specialist to lead advanced technical support, resolve escalations, and mentor junior teammates. The role balances hands-on troubleshooting with strategic contributions to support operations, knowledge management, and process improvements.

As a technical expert, you will partner with Product and Engineering to translate architecture into customer guidance, while driving incidents and documentation that elevate overall customer satisfaction.

Qualifications

3+ years in technical or customer support in B2B SaaS.
1+ year as SME or support team member.
Strong proficiency in data platforms, SQL, APIs, and integrations.
Experience with marketing tech platforms and analytics tools.
Proven ability to diagnose and resolve complex technical issues.
Excellent written and verbal communication skills.
BA/BS preferred in technical field.

Responsibilities

Own resolution of complex, escalated technical issues with deep product expertise.
Diagnose data issues including integration errors and pipeline problems.
Perform advanced data validation using SQL queries.
Coordinate with Technical Support Engineers on highly complex issues.
Manage critical incidents with cross-functional response.
Mentor junior team members and lead knowledge sharing.
Improve support workflows, first-contact resolution, and SLAs.
Document runbooks and troubleshooting guides.