Support Triage Lead: Incident Response & Team Coaching

Lightedge; Austin (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Lightedge is seeking a Triage and Support Supervisor based in Austin, Texas. This role focuses on leading support teams to enhance customer interactions and achieve satisfaction through data analysis and process improvement. Applicants should have at least 2 years of experience managing technical support teams, along with skills in platforms like ServiceNow and AWS. Flexibility for nights and weekends is required, along with a commitment to team performance and customer service excellence.

Qualifications

• 2 years of technical and customer support experience, preferably with Data Center technologies.
• Basic knowledge of support and administration in ITSM frameworks.
• Experience with server hardware and networking technologies.

Responsibilities

• Partner with management to coach support teams for exceptional customer experiences.
• Ensure correct escalation procedures are followed.
• Audit and maintain operations-centric data integrity.
• Assist in team training and conduct performance reviews.

Skills

Technical Support

Customer Service

Data Analysis

Team Management

Education

2 years of technical and customer technical support supervisor experience

Experience managing a technical team

Tools

ServiceNow

Windows Operating Systems

Linux Operating Systems

AWS

Virtualization technologies

Job description

Lightedge is seeking a Triage and Support Supervisor based in Austin, Texas. This role focuses on leading support teams to enhance customer interactions and achieve satisfaction through data analysis and process improvement. Applicants should have at least 2 years of experience managing technical support teams, along with skills in platforms like ServiceNow and AWS. Flexibility for nights and weekends is required, along with a commitment to team performance and customer service excellence.