Senior Technical Support Lead (Escalations)

PayRange; Portland (OR); On-site; USD 85,000 - 120,000; Full time

Job summary

PayRange is seeking a Senior Technical Support Specialist to lead complex technical and product-related issues, partnering with Product, Engineering, and Operations to resolve high-impact problems. This role requires ownership, deep troubleshooting, and the ability to coach others while improving knowledge bases and processes.

The ideal candidate has 5+ years in technical support, strong communication, and a track record of handling escalations in fast-paced environments.

Qualifications

• 5+ years of experience in technical support or a related role.
• Proven ability to handle complex escalations in a product- or technology-driven environment.
• Strong troubleshooting and root-cause analysis skills.
• Experience working cross-functionally with Product, Engineering, and Operations.

Responsibilities

• Take ownership of the most complex and high-impact support issues requiring advanced troubleshooting.
• Serve as a senior escalation point for Tier 1 and Tier 2 teams, guiding resolution.
• Diagnose and resolve hardware and software-related issues across connected devices and workflows.
• Lead root-cause analysis and drive issues to resolution with urgency and ownership.
• Document escalated issues clearly and push for timely completion.

Skills

Technical support

Escalations

Troubleshooting

Cross-functional collaboration

Communication

Tools

Zendesk

Jira

Job description

PayRange is seeking a Senior Technical Support Specialist to lead complex technical and product-related issues, partnering with Product, Engineering, and Operations to resolve high-impact problems. This role requires ownership, deep troubleshooting, and the ability to coach others while improving knowledge bases and processes.

The ideal candidate has 5+ years in technical support, strong communication, and a track record of handling escalations in fast-paced environments.