Technical Support Lead

Persistent Systems; New York (NY); On-site; USD 120,000 - 151,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan with company match

Tuition assistance

Job summary

Persistent Systems is actively looking for a Technical Support Lead in New York to enhance their Wave Relay product line services. This crucial role requires direct customer support, troubleshooting issues, and improving documentation and workflows to provide outstanding service.

The ideal candidate should possess over 2 years of technical support experience and strong knowledge of IP networking, with a focus on customer satisfaction and efficiency.

Qualifications

• 2+ years of experience in technical support or a customer-facing technical role.
• Excellent written and verbal communication skills.
• Ability to document issues clearly and manage multiple priorities.

Responsibilities

• Provide technical support to customers through various channels.
• Troubleshoot networking and hardware issues.
• Build and improve product documentation and support knowledgebase.

Skills

IP networking

Customer support

Technical documentation

Troubleshooting

Multi-tasking

Education

Associate or bachelor's degree in a related field

Tools

Salesforce

Jira

Job description

Persistent Systems is seeking a Technical Support Lead to join our growing team in support of our Wave Relay product line. This role will lead the Technical Support function, providing direct customer support, maintaining support continuity, and helping improve the tools, documentation, and workflows that enable an excellent support experience. This is an ideal opportunity for a technically strong, customer‑focused professional who wants to lead a growing team.

Job Description & Responsibilities

Position Responsibilities

• Provide technical support to customers and end users for Wave Relay products, including phone, email, and ticket‑based support
• Serve as a reliable backup and partner within the Technical Support function to ensure continuity of support coverage
• Troubleshoot networking, hardware, software, and product configuration issues, and drive issues through resolution or escalation
• Conduct testing and validation on new and existing products, features, and software builds
• Build, maintain, and improve product documentation, troubleshooting guides, and support knowledgebase content
• Monitor and manage ticket queues, document issues thoroughly, and ensure timely follow‑up with customers and internal stakeholders
• Identify recurring issues, support trends, and workflow gaps, and recommend improvements to support platforms, processes, and escalation paths
• Partner cross‑functionally with Engineering, IT, Operations, Product Management, and other internal teams to improve support effectiveness and customer outcomes
• Communicate technical concepts clearly to both technical and non‑technical audiences
• Contribute to support readiness by improving internal documentation, repeatable processes, and coverage planning

Job Qualifications & Experience

Minimum Qualifications

• 2+ years of experience in technical support, product support, helpdesk, field support, or another customer‑facing technical role
• Strong understanding of IP networking, network configuration, and troubleshooting
• Experience supporting hardware and software products in a remote troubleshooting or helpdesk environment
• Excellent written and verbal communication skills, including phone‑based customer support
• Ability to document issues clearly, manage multiple priorities, and follow through to resolution
• Experience with ticketing, CRM, or support platforms such as Salesforce, Jira, Microsoft or similar systems
• Technical aptitude in IT, networking, communications systems, radio technology, or related fields
• Must be eligible to obtain a United States Security Clearance

Preferred Qualifications

• Experience supporting wireless communications, RF systems, MANET technologies, or tactical communications products
• Familiarity with Wave Relay products or similar networking and radio systems
• Associate or bachelor’s degree in electrical engineering, computer engineering, computer science, information technology, or a related technical field, or equivalent practical experience
• Experience creating technical documentation, knowledgebase content, or training materials
• Experience working directly with customers in high‑pressure support environments
• Demonstrated ability to identify process improvements and advocate for operational changes across internal teams
• Experience conducting structured product or regression testing
• Ability to translate customer issues into actionable feedback for engineering and business operations teams

What Success Looks Like

• Customers receive responsive, professional, and technically credible support
• Support coverage is more resilient and less dependent on temporary internal backfill
• Documentation and knowledge resources become more useful and easier to maintain
• Support tools and workflows improve over time through proactive ownership
• The Technical Support function becomes more scalable, communicative, and forward‑looking

The base pay for this role can vary from $120,000 to $151,000 a year based on the selected individual's education and experience. Persistent Systems, LLC offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance; paid time off; flexible spending accounts; 401(k) plan with company match; fitness membership reimbursement; tuition assistance; mental health benefits; and veterinary benefits.