Technical Support Engineer-Team lead

engineeringjobs.net, Inc.; United States; Hybrid; USD 65,000 - 95,000; Full time

Job summary

engineeringjobs.net, Inc. is seeking a hands-on Technical Support Engineer ready to move into team leadership in a fast-paced hi-tech environment. This hybrid role blends Tier-1 support with ownership of support processes and training initiatives.

You will mentor junior members, shape workflows, and become a go-to expert on our platform, helping scale a world-class support function from within.

Qualifications

• 3+ years of experience in a customer-facing technical support or technical account management role.
• Fluent English with excellent written and verbal communication.
• Ability to work independently in high-pressure, high-volume environments.
• Technical troubleshooting skills with experience in Zendesk, SFTP, API integration and Python.

Responsibilities

• Serve as the first point of contact for Tier-1 technical support and triage issues.
• Investigate root causes, debug issues, and coordinate escalations with engineering and product teams.
• Guide customers through platform features, API integrations, and SFTP connections.
• Drive and document support workflows, training plans, and internal processes to ensure team effectiveness.
• Mentor and support junior team members, taking initiative to train and upskill where needed.
• Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution.
• Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams.
• Provide product education and support to clients, helping them understand platform functionality.
• Flexible to work Fridays if needed, with occasional evening and holiday shifts.
• On call for urgent issues as part of a regular rotation.

Skills

3+ years experience

Fluent English

High-pressure environment

Technical troubleshooting

Zendesk

SFTP

API integration

Basic Python

Problem solving

Ownership / bias for action

Tools

Zendesk

Job description

We are a young, dynamic hi-tech company looking for a hands-on, highly dedicated Technical Support Engineer who is ready to take the next step toward team leadership.

This is a hybrid role that combines Tier-1 technical support responsibilities with ownership of support team processes and training. You will not only become a go-to expert on our platform but will also help shape how support is delivered by leading initiatives, improving workflows, and mentoring new team members.

It's a fast-paced , high-touch environment---ideal for someone hungry to grow, passionate about customer success, and eager to help scale a world-class support function from within.

Responsibilities

• Serve as the first point of contact for Tier-1 technical support, handling and triaging issues through Zendesk and collaborating as needed across departments.
• Investigate root causes, debug issues, and coordinate escalations with engineering and product teams.
• Guide customers through platform features , API integrations , and SFTP connections.
• Drive and document support workflows , training plans , and internal processes to ensure team effectiveness.
• Proactively mentor and support junior team members, taking initiative to train and upskill where needed.
• Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution.
• Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams.
• Provide product education and support to clients, helping them understand platform functionality.
• Flexible to work Fridays if needed , with occasional evening and holiday shifts.
• Being on call for urgent issues as part of a regular rotation.

Minimum Requirements

• 3+ years experience in a customer-facing technical support or technical account management role
• Fluent English, excellent written and verbal communication skills.
• Demonstrated ability to work independently in high-pressure and high-volume environments.
• Technical troubleshooting skills with experience in
• Zendesk
• SFTP
• API integration
• Basic Python
• Strong problem-solving skills and ability to identify and explain technical issues clearly to both technical and non-technical audiences.
• Highly proactive , responsible, and able to take ownership without waiting for direction.
• Hardworking, deeply dedicated, and proactive mindset with a bias for action.

Nice to Have (Advantages)

• Experience with Ruby , AWS Athena (SQL) , or Airflow.
• Prior exposure to customized, high-touch platforms in a SaaS or startup setting.
• Familiarity with product operations or process design.
• Comfort leading initiatives for team training , process change , and documentation creation.