Technical Support Operations Lead

Jobgether; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Jobgether is seeking a technically proficient Support Engineer in the United States to own and resolve complex customer cases involving platform performance, data issues, APIs, and integrations. You will lead investigations, provide durable solutions, and mentor junior engineers through ticket reviews and knowledge sharing.

You will also drive operational improvements by refining escalation processes, reporting, and collaboration with Engineering, Product, and Customer Success.

Qualifications

• 2–4+ years of experience in technical support.
• Advanced knowledge of SQL optimization, scripting basics, and API debugging.
• Experience handling customer escalations and de-escalations.

Responsibilities

• Take ownership of moderate-to-complex customer support cases and resolve advanced technical issues (platform performance, data corruption, APIs, integrations).
• Lead technical investigations and troubleshooting to identify root causes and provide effective solutions.
• Mentor junior support engineers through ticket reviews, knowledge sharing, guidance, and shadowing sessions.
• Identify opportunities to improve support operations and implement enhancements such as macros, escalations, and reporting.
• Collaborate with Engineering, Product, and Customer Success to support bug prioritization, manage escalations, and coordinate customer communications.
• Lead technical troubleshooting during high-priority incident calls to ensure issues are investigated and managed effectively.

Skills

SQL optimization

Basic scripting

API debugging

Job description

Jobgether is seeking a technically proficient Support Engineer in the United States to own and resolve complex customer cases involving platform performance, data issues, APIs, and integrations. You will lead investigations, provide durable solutions, and mentor junior engineers through ticket reviews and knowledge sharing.

You will also drive operational improvements by refining escalation processes, reporting, and collaboration with Engineering, Product, and Customer Success.