Senior Technical Support Leader — Complex Issues

Neumo; Carrollton (VA); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Neumo is seeking a Senior Customer Support Specialist to provide advanced technical support for multiple Neumo products in a SaaS environment. You will lead projects, mentor teammates, and collaborate with engineering, QA, and product management to resolve escalations and improve support solutions.

The role requires independent judgment and strong communication skills to deliver best-in-class service and ensure customer technical needs are met efficiently.

Qualifications

• 4+ years supporting Core products or 5 years with Applications products, SaaS preferred.
• Bachelor's degree in CS or MIS or equivalent practical experience.
• Experience managing multiple projects or tickets in a fast-paced environment.
• Experience leading projects or mentoring junior staff.

Responsibilities

• Provide advanced troubleshooting and technical support for multiple Neumo products.
• Serve as an escalation point for complex inquiries, ensuring timely resolution.
• Lead or contribute to support projects and process improvements.
• Collaborate with engineering, QA, and product management to resolve escalations.
• Document procedures, FAQs, and user guides for customers and internal teams.
• Mentor junior staff and share best practices for issue resolution.
• Assist with installation, maintenance, and technical guidance for customers.

Skills

Communication

Troubleshooting

Independent judgment

Project leadership

Mentoring

De-escalation

Documentation

Cross-functional collaboration

Education

Bachelor's degree in CS or MIS

Equivalent professional experience

Tools

Jira

Salesforce

Zendesk

Slack

Microsoft Office

Job description

Neumo is seeking a Senior Customer Support Specialist to provide advanced technical support for multiple Neumo products in a SaaS environment. You will lead projects, mentor teammates, and collaborate with engineering, QA, and product management to resolve escalations and improve support solutions.

The role requires independent judgment and strong communication skills to deliver best-in-class service and ensure customer technical needs are met efficiently.