Technical Support Lead - Build, Mentor & Scale

Supportworks; Omaha (NE); On-site; USD 90,000 - 110,000; Full time

Job summary

Supportworks is seeking a Technical Support Lead to own the end-to-end resolution of complex issues across our SolutionView Tablet app, integrations, APIs, and configuration.

You'll mentor a small support team, help hire and onboard as we scale, and build processes, documentation, and training to ensure high-quality, scalable support for dealers. This role emphasizes ownership and continuous improvement.

Qualifications

• 3+ years in technical/SaaS support with integrations, APIs, authentication, configuration.
• Strong troubleshooting and ability to explain reasoning clearly.
• Experience mentoring or leading a support team.
• Excellent written and verbal communication for developers and dealers.
• Able to work across Support, Product and Development.
• Demonstrates ownership, follow-through, and proactive problem solving.
• Curiosity and learning agility; comfortable with unfamiliar systems.

Responsibilities

• Own complex technical issues end to end - application behavior, configuration, integrations, APIs, authentication, and data/CRM sync - and drive them through resolution.
• Coach a small support team to troubleshoot systematically and handle more complex issues on their own over time.
• Set expectations for ticket quality, communication, and follow‑up, and keep the day‑to‑day operation healthy (response times, aging tickets, volume).
• Own the escalation path to Development and raise the quality of what gets escalated by making sure issues are clearly documented, researched, and reproducible.
• Build the knowledge base - troubleshooting guides, FAQs and training - so the same problem isn't solved from scratch twice.
• Spot patterns across tickets and bring product, process and training improvements with the teams who can fix them.
• Make sure dealers feel informed and supported throughout the resolution process, especially when the answer is not immediate.
• Prepare the team for product releases and changes, so they can support dealers confidently from day one.
• Help hire, onboard, and grow the team as support volume increases.

Skills

Troubleshooting

Leadership

Communication

Cross-functional

Documentation

Ownership

Learning agility

Job description

Supportworks is seeking a Technical Support Lead to own the end-to-end resolution of complex issues across our SolutionView Tablet app, integrations, APIs, and configuration.

You'll mentor a small support team, help hire and onboard as we scale, and build processes, documentation, and training to ensure high-quality, scalable support for dealers. This role emphasizes ownership and continuous improvement.