Technical Support Lead

Rosterfy; Denver (CO); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Opportunity for global impact

Job summary

A leading volunteer engagement platform in Denver is seeking a customer-focused technical support specialist to ensure their systems remain reliable. The ideal candidate will provide hands-on technical assistance while proactively resolving issues. Responsibilities include monitoring platform performance and collaborating with Product and Engineering teams. Candidates should have a Bachelor’s degree in Computer Science and familiarity with cloud environments like AWS. Competitive salary and benefits offered.

Qualifications

• Bachelor’s degree in Computer Science or Software Engineering.
• Familiarity with cloud-based environments, preferably AWS.
• Understanding of cybersecurity best practices including SSL and DNS.

Responsibilities

• Provide high-quality technical support to customers for reported issues.
• Monitor platform performance, uptime, and security.
• Collaborate with Product and Engineering teams to improve systems.

Skills

Technical troubleshooting

Customer support

Analytical skills

Proactive mindset

Data analysis

Education

Bachelor's degree in Computer Science

Tools

AWS

Postman

Excel

Docker

Git

Job description

(dotted line to Chief Technology Officer)

Employment Type: Full-time

Location: Denver (office 2-3 days a week)

Workplace Type: Hybrid

Who we are

Rosterfy is a global leading, end-to-end enterprise volunteer engagement platform powering over 100 million volunteer hours. We exist to connect communities to events and causes they are passionate about.

Used by over 3 million volunteers across 26 different countries, Our SaaS platform powers mass volunteer programs across the globe for Not-for-Profits, local government, sporting federations, and major events. Our all in one solution helps our clients to recruit, retain, reward and train their volunteers, whilst also ensuring compliance.

Headquartered in Melbourne, Australia, with offices in Sydney, London, Dallas, Denver & New York, our vibrant, inclusive and passionate global team is driven to unite the world around volunteering.

Why you want to work with us

🚀 Rapid Growth: Rosterfy is a rapidly expanding company, doubling in size every year. Backed by top investors, Rosterfy is on a rocket ship trajectory, set for incredible growth and success.

🌏 Global Impact: We are reshaping volunteering globally and have an ambitious goal to redefine what it means to be a volunteer. Work with us, and be certain that you will make an impact.

❤️ Well-liked: with 4.5 stars on Capterra, 4.4 stars on G2, and winners of various awards, we are well liked by clients and recognised for our exceptional service and innovative solutions.

🏆 Awesome clients: We've been the volunteer management platform for 7 consecutive Super Bowls, Lifeline, & Oxfam amongst many other happy clients across 26 countries.

💸 Competitive salary: We offer a competitive salary commensurate with experience and qualifications, along with comprehensive benefits.

Check out our Employee Value Proposition slide deck here!

Rosterfy Employee Value Proposition

About this role

We’re looking for a technically capable, customer-focused specialist who will support our customers in using Rosterfy with confidence while ensuring our systems remain well-maintained and reliable.

In this role, you’ll work at the intersection of customer support and technical troubleshooting, partnering closely with and across the Rosterfy business to investigate issues, contribute insights, and support the ongoing improvement of the Rosterfy platform. You will support a global organisation delivering multiple large-scale events each year, including a flagship, multi-month global event with fixed, non-negotiable delivery milestones.

This role combines real-time, hands‑on technical support with anticipatory problem‑solving across extended event periods. Strong judgement around response quality, timely technical escalation, and scenario mapping is essential, as delivery windows cannot shift and platform reliability directly underpins event success. This is a role where planning ahead, sustained focus, and being present through critical milestones matter.

Key Responsibilities

• Provide timely, high‑quality technical support to customers for reported issues, queries, and product‑related questions.
• Act as a primary support contact, assisting customers with system setup, configuration and troubleshooting.
• Monitor platform performance, uptime and security, proactively identifying and resolving issues where possible.
• Collaborate with Product and Engineering teams to investigate issues and contribute to system improvements through clear documentation and specifications.
• Maintain accurate documentation of system configurations, processes and troubleshooting procedures.
• Implement and manage security‑related configurations, including SSL and DNS.
• Provide API support and assist with SQL‑based queries and investigations.
• Build and maintain scripts to automate repetitive manual tasks, such as data cleanup or complex system workflows.

Key Requirements

• Bachelor’s degree in Computer Science, Software Engineering or a related field.
• Familiarity with cloud‑based environments, with AWS preferred.
• Understanding of cybersecurity best practices, including concepts such as SSL and DNS.
• Experience working with APIs and integration tools such as Postman, REST APIs and OAuth.
• Strong analytical and problem‑solving capability.
• Proactive, self‑starting mindset with the ability to work effectively under pressure.
• Strong sense of ownership, with clear communication and effective time management skills.
• Solid proficiency in Excel and data analysis fundamentals.

What Success Looks Like

• Experience with PHP frameworks such as Symfony or Laravel (our primary tech stack).
• Strong exposure to APIs, integrations and cloud‑based platforms.
• AWS certification (Associate or Professional) is advantageous.
• Familiarity with modern DevOps and infrastructure tools including Docker, Git, Kubernetes and Terraform.
• Experience working in a SaaS or technology startup environment is highly regarded.
• Optional: French or Spanish language skills to support customers in Canada and Mexico.

Additional Information

• Standard hours are 9am - 5pm, however some meetings may require out of hours either end of the day with customers in Europe or Australia. Notice always given.