Technical Support Engagement Lead

United States Digital Space LLC; Chicago (IL); Hybrid; USD 85,000 - 113,000; Full time

Benefits offered by this job

Equity opportunities

Retirement plans

Flexible PTO

Medical/dental/vision plans

Parental leave

Professional development stipend

In-office community experiences

Volunteer Week & donation matching

Employee resource groups

Great Place to Work recognition

Job summary

the company is seeking a Support Engagement Lead to deliver a premium support experience for a designated group of named customers. You will be the main technical contact and advocate, working closely with Success and Recurring Services to manage relationships and drive product value.

You will coordinate with onboarding, TAM, and CS partners to ensure smooth transitions from onboarding to ongoing activity while handling technical escalations and driving feature adoption.

Qualifications

• Bachelor’s Degree from a 4-year college or university (or similar experience-based proficiency level).
• 3-6 years of client-facing SaaS experience with 2-3 years in Technical Support and 1-2 years in account management.
• Excellent written and verbal communication with strong follow up.
• Thrives in a highly collaborative, cross-team environment.
• Strong analytical skills for technical issues.
• Experience handling time-sensitive, high-pressure customer issues.
• Excellent organizational skills and ability to manage competing demands.
• Experience with Salesforce or Zendesk (case management).
• APIs knowledge and basic SQL; bonus for Postman and Snowflake.
• Experience with the company platform.
• Domain knowledge in Mobile Dev, Kibana, Snowflake, Datadog, Email architecture.
• Experience with HTML, CSS, Java, or JavaScript.

Responsibilities

• Own and assume ultimate responsibility over named customer’s technical needs and inquiries around platform integration and troubleshooting.
• Be your customers’ main point of contact and trusted advisor for all things Technical.
• Partner with Customer Success and Recurring Services to lead escalations.
• Deliver product value by enabling feature adoption and reducing technical risk.
• Drive customer advocacy for technical needs and product enhancement requests.
• Collaborate with partners in the customer’s tech stack.
• Analyze support cases to identify trends and risks in the product experience.
• Help customers create Centers of Excellence for knowledge sharing.
• Maintain ongoing contact via support cases, check-ins, and Technical Business Reviews.
• Coordinate with Onboarding Managers and TAM to transition clients smoothly from onboarding to ongoing activity.

Skills

Client-facing

SaaS experience

APIs knowledge

SQL queries

Postman experience

Snowflake Snowsight

HTML/CSS/JS

Cross-team collaboration

Time management

Education

Bachelor’s Degree

Tools

Salesforce

Zendesk

Postman

Snowflake

Job description

the company is seeking a Support Engagement Lead to deliver a premium support experience for a designated group of named customers. You will be the main technical contact and advocate, working closely with Success and Recurring Services to manage relationships and drive product value.

You will coordinate with onboarding, TAM, and CS partners to ensure smooth transitions from onboarding to ongoing activity while handling technical escalations and driving feature adoption.