Technical Support LeadNewVancouver, WA

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

Technical Support Lead

Location: Hybrid / Vancouver, WA (HQ): 3-4 days/week in-office

Reports to: Chief Product Officer

Job Type: Full-Time, Exempt

About Digs

Digs is an innovative startup building software that revolutionizes collaboration between builders and homeowners by leveraging artificial intelligence. We make organizing and sharing information intuitive, ultimately enhancing the customer experience.

Our small, dynamic team includes experienced entrepreneurs, leaders, and makers who are passionate about pushing boundaries and delivering world-class products. Want to know what drives us? Explore our Digs Principles.

About The Role

As Technical Support Lead, you’ll be the technical problem-solver behind our customer support experience. You’ll work directly with customers to troubleshoot issues, dig into how Digs works under the hood, identify root causes, and partner with Engineering and Product on complex problems.

This isn’t traditional support. You’ll combine strong customer instincts with technical curiosity to investigate integrations, data issues, bugs, and product gaps while helping build the processes and documentation needed to scale support.

What You’ll Do

Own Technical Support

• Serve as a point of contact for customers with varying product questions and issues
• Troubleshoot, reproduce, and resolve issues while keeping customers informed
• Identify recurring issues and know when to bring in Engineering or Product

Partner Across Product & Engineering

• Translate customer issues into clear, actionable technical context
• Partner with Engineering and Product to diagnose bugs and identify product improvements
• Close the loop with customers and bring learnings back to the team

Build Scalable Support

• Create documentation, troubleshooting guides, and repeatable support processes
• Improve workflows, tooling, and self-service as the team grows
• Develop deep expertise in the Digs platform, integrations, and how things work under the hood

What You Bring

• 5+ years of experience in technical support, solutions engineering, implementation, QA, software engineering, or a similar technical customer-facing role
• Strong technical troubleshooting skills and curiosity to understand why something is happening, not just how to work around it
• Familiarity with APIs, integrations, databases, web applications, or similar technical systems, with the ability to dig into logs, errors, data, or basic code
• Experience partnering with Engineering and Product to solve customer problems and improve the product
• Excellent communication skills and the ability to make technical concepts clear and approachable for any audience
• Strong customer empathy, organization, and ownership, with a People First approach to solving problems
• Comfortable working with autonomy, making informed decisions, and knowing when to pull others in

Nice To Have

• Experience supporting B2B SaaS products or building support processes from the ground up
• Familiarity with construction, homebuilding, real estate, or other complex workflows

The Perks

• Competitive salary and generous equity
• Full health, dental, and vision with 100% premium coverage for you and your dependents
• Voluntary: Life AD&D, Long-term Disability, Accident, Critical Illness
• Unlimited PTO and the expectation to actively use it, with a minimum of three (3) weeks
• Fifteen (15) paid holidays per year
• 401(k)
• Paid parental leave
• Hybrid flexibility: 3-4 days/week at our collaborative Vancouver, WA headquarters, with virtual hangouts and team outings to keep things connected

Salary Range

$90,000-$105,000 per year (based on experience, location, and qualifications)

Digs is committed to fostering an inclusive and diverse workplace where everyone feels valued and respected. We encourage candidates from all backgrounds to apply. Applicants must be authorized to work in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.