Senior Technical Support Lead — Complex Escalations

Visa Hunt

United States

Hybrid

USD 90,000 - 150,000

Full time

14 days+

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Job summary

Neumo is seeking a Principal Support Specialist to deliver strategic, expert-level technical support for Neumo Core and Applications products. You will diagnose complex issues, leverage automation to prevent problems, and mentor junior team members.

You will collaborate with engineering, QA, and product teams on escalations and on-site customer visits, while supporting post-sales inquiries and building strong customer relationships.

Qualifications

Bachelor’s degree in a technical field or related certification.
7+ years of experience handling high-priority escalated customer issues in a SaaS environment.
Hands-on experience with Neumo Core or Applications products.
Experience using support tools and ticketing systems such as Salesforce or Zendesk.

Responsibilities

Provide expert-level technical support and diagnose complex issues.
Use automation tools and instrumentation to prevent future problems.
Lead on-site and remote support, including customer escalations.
Mentor junior staff and drive cross-functional projects to improve product usability.
Create and maintain technical documentation and best practices.

Skills

Technical support

Escalations

Mentoring

Cross-functional collaboration

Documentation

Education

Bachelor’s degree in Computer Science, MIS, Science, Engineering, Math, Physics, or Chemistry

Tools

Anti-Virus Software

Microsoft Active Directory (AD)

DNS

DHCP

Windows

Office Suite

Salesforce

Zendesk

Jira

Slack

Job description

You will collaborate with engineering, QA, and product teams on escalations and on-site customer visits, while supporting post-sales inquiries and building strong customer relationships.

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