Technical Support & Customer Advocacy Lead

United States Digital Space LLC

Austin (TX)

Hybrid

USD 85,000 - 113,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation (may include—

Equity in compensation

Retirement/RSU options

Flexible paid time off

Comprehensive medical/dental/vision

Parental leave

Professional development stipend

In-office community culture

Volunteer week & donation matching

Employee Resource Groups

Great Place to Work culture

Job summary

United States Digital Space LLC is seeking a Support Engagement Lead to deliver premium support for a designated group of named customers. You will be the main technical advocate and work closely with the Success team to manage the technical relationship through the contract period.

You will own customer technical needs, drive product value, and lead escalations to ensure a superior experience. This role emphasizes collaboration, problem-solving, and proactive risk management within a

Qualifications

Bachelor’s degree or equivalent work experience.
3–6 years of client-facing experience in a SaaS company with 2–3 years in Technical Support and 1–2 years in account management.
Exemplary written and verbal communication with strong follow-up.
Thrives in collaborative environments and cross-team initiatives.
Strong analytical skills for technical issues.
Experience handling time-sensitive, high-pressure customer issues.
Familiarity with case management tools like Salesforce or Zendesk.
Basic APIs knowledge and ability to write simple SQL queries; Postman/Snowflake knowledge bonus.
Technical domain knowledge in mobile development, analytics tools, or related tech.
Experience with the company platform is a bonus.
Proficiency in HTML/CSS/JavaScript or other languages.

Responsibilities

Own and manage your named customer’s technical needs including platform integration and troubleshooting.
Be the main technical contact and trusted advisor for your customers.
Lead escalations with Customer Success and Recurring Services teams for optimal outcomes.
Demonstrate product value by reducing risk and enabling feature adoption.
Advocate for customer needs and product enhancement requests within the team.
Collaborate with partners in the customer’s tech stack.
Analyze support cases to identify trends and risks.
Help customers create Centers of Excellence for knowledge sharing across their group.
Maintain regular contact via support cases, check-ins, and business reviews.
Coordinate transitions from onboarding to ongoing activity with relevant teams.