Technical Support Lead: Build Scalable Support & Insights

Digs Strategic Design Agency at digs.com; Vancouver (WA); Hybrid; USD 90,000 - 105,000; Full time

Benefits offered by this job

Competitive salary

Full health, dental, and vision

Unlimited PTO with minimum 3 weeks

15 paid holidays per year

401(k)

Parental leave

Hybrid: 3-4 days in Vancouver HQ

Job summary

Digs Strategic Design Agency is seeking a Technical Support Lead to own the customer support experience, troubleshoot issues, and dive into how the platform works behind the scenes. You will partner with Engineering and Product to resolve complex problems and scale support.

You’ll build documentation, playbooks, and processes to improve workflows, self-service, and reliability as the product grows. Strong technical curiosity and customer empathy are essential for success in this role.

Qualifications

• 5+ years in technical support or similar role.
• Experience with APIs, integrations, databases, or web apps.
• Ability to diagnose root causes and explain technical issues clearly.
• Experience partnering with Engineering and Product.

Responsibilities

• Own technical support by serving as primary contact and resolving issues.
• Translate issues for engineering/product and diagnose bugs.
• Create scalable documentation and repeatable support processes.

Skills

Technical troubleshooting

Customer empathy

APIs

Data/logs analysis

Clear communication

Cross-functional collaboration

Job description

Digs Strategic Design Agency is seeking a Technical Support Lead to own the customer support experience, troubleshoot issues, and dive into how the platform works behind the scenes. You will partner with Engineering and Product to resolve complex problems and scale support.

You’ll build documentation, playbooks, and processes to improve workflows, self-service, and reliability as the product grows. Strong technical curiosity and customer empathy are essential for success in this role.