Senior Technical Support Lead — Hybrid/Remote

ispot; Bellevue (WA); Hybrid; USD 83,000 - 101,000; Full time

Benefits offered by this job

Equity plan

Job summary

iSpot is seeking a Senior Support Analyst to join our team in Bellevue, WA, with hybrid and flexible work arrangements. You will collaborate with multiple teams and external stakeholders to deliver exceptional customer experiences across iSpot’s client portfolio.

The role requires strong technical writing, data analysis, and problem-solving skills, plus experience guiding Level I–III staff and owning complex troubleshooting workflows.

Qualifications

• Exceptional written and verbal communication skills, with a track record of leading client-facing communications.
• Demonstrated ability to integrate AI into technical support workflows and perform data analysis.
• Strong problem-solving skills with a methodical approach to root causes across systems.

Responsibilities

• Serve as the final escalation point for complex Zendesk tickets with 24-hour SLAs.
• Oversee account provisioning, user access setups, and advanced product configuration.
• Lead external client communications with executive-ready explanations of methodologies and metrics.
• Own backend/UI issue resolution; document findings and escalate to Engineering within 24 hours.

Skills

Technical Writing & Communication

AI Tools & Prompt Engineering

Strategic Problem Solving

Detail & Adaptability

Mentorship & Guidance

Tools

Zendesk

Jira

Salesforce

Job description

iSpot is seeking a Senior Support Analyst to join our team in Bellevue, WA, with hybrid and flexible work arrangements. You will collaborate with multiple teams and external stakeholders to deliver exceptional customer experiences across iSpot’s client portfolio.

The role requires strong technical writing, data analysis, and problem-solving skills, plus experience guiding Level I–III staff and owning complex troubleshooting workflows.