Software Support Team Lead - Workforce Management

irissoftwaregroup; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

irissoftwaregroup is seeking a Lead role to head a technical and scripting support team focused on workforce management software. This position blends people leadership with hands-on troubleshooting, custom scripting, and coordinating defect investigations to deliver practical customer solutions and improve support quality.

The role involves guiding analysts, managing complex escalations, and collaborating with product, development, and services teams.

Qualifications

• Experience with time and attendance or time and labour technology; payroll or workforce management service experience may be relevant.

Responsibilities

• Coordinate team workload and technical priorities, coach analysts, and review support cases.
• Handle complex or high-impact escalations and help the team meet service commitments.
• Scope, prioritize, test, write, and review custom scripts using a proprietary scripting language.
• Investigate issues spanning software, time-clock hardware, APIs, networks, and third-party integrations.
• Lead defect triage and work with development teams to investigate and progress potential bugs.
• Improve case documentation, track support performance through reports, and build reusable team guidance.
• Coordinate with product, development, customer success, and professional services teams on recurring issues.
• Take part in a holiday and weekend on-call rotation.

Skills

Leadership

Troubleshooting

Scripting

Communication

Time management

Tools

Proprietary scripting language

API troubleshooting

Job description

Role overview

Lead a technical and scripting support team serving customers and service partners who use workforce management software. The role blends people leadership with hands-on troubleshooting, custom scripting, and coordination of software defect investigations, with a focus on turning customer needs into practical solutions and improving support quality.

Responsibilities

• Coordinate team workload and technical priorities, coach analysts, and review support cases.
• Handle complex or high-impact escalations and help the team meet service commitments.
• Scope, prioritize, test, write, and review custom scripts using a proprietary scripting language.
• Investigate issues spanning software, time-clock hardware, APIs, networks, and third-party integrations.
• Lead defect triage and work with development teams to investigate and progress potential bugs.
• Improve case documentation, track support performance through reports, and build reusable team guidance.
• Coordinate with product, development, customer success, and professional services teams on recurring issues.
• Take part in a holiday and weekend on-call rotation.

Requirements

• Experience with time and attendance or time and labour technology; payroll or workforce management service experience may be relevant.
• Technical support leadership experience, including coaching analysts and handling complex customer escalations.
• Ability to troubleshoot across software and related hardware, APIs, networks, or integrations.
• Scripting skills, including the ability to assess and deliver custom scripting requests.
• Strong case documentation, prioritization, and communication skills.

Benefits and work setup

• Candidates in Central or Mountain time zones are preferred; Eastern and Pacific locations may also be considered.
• Working hours align with the local time zone: 10 a.m.-7 p.m. Central, 9 a.m.-6 p.m. Mountain, 11 a.m.-8 p.m. Eastern, or 8 a.m.-5 p.m. Pacific.

The role includes on-call coverage during holidays and weekends.