Technical Support Team Lead — Hardware & SaaS

Propeller; Denver (CO); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Fully paid medical, dental, and vision

20 days paid vacation

3% 401(k) employer contribution

Employee stock options

Professional development budget

Mentorship program

$100 USD monthly phone/internet

Parental leave policies

Home-office budget $275 and equipment

Job summary

Propeller is seeking a Technical Support Team Manager to lead the global Technical Support team within Customer Support. You will drive fast, practical, and effective support across Propeller’s hardware and cloud software, focusing on enablement, process innovation, and cross-functional leadership.

You will manage onboarding, strategy, and KPI tracking to ensure high-quality resolutions and customer outcomes, partnering with Engineering, Product, Customer Success, and Sales.

Qualifications

• 3+ years of experience managing a technical support, customer support, or technical services team.
• Deep understanding of technical troubleshooting across hardware and software.
• Ability to define and measure KPIs (CSAT, resolution time, response time, productivity).
• Exceptional verbal, written, and presentation skills for leadership meetings and escalations.
• Experience designing scalable customer support methodologies and escalation paths.

Responsibilities

• Lead and coach a team of Technical Support Specialists and Engineers, including regular 1:1s and performance reviews.
• Own onboarding and ramp plans for new hires to autonomy within 90 days.
• Define and execute the overall Technical Support strategy for hardware and software.
• Monitor support metrics and drive process improvements to reduce customer effort.
• Loster oversee knowledge base and documentation; ensure up-to-date product knowledge.
• Aggregate customer insights and translate that feedback to Product, Engineering, and Logistics teams.

Skills

Team leadership

Technical troubleshooting

KPIs & data analysis

Customer communication

Cross-functional collaboration

Empathy in customer interactions

Tools

Zendesk

Job description

Propeller is seeking a Technical Support Team Manager to lead the global Technical Support team within Customer Support. You will drive fast, practical, and effective support across Propeller’s hardware and cloud software, focusing on enablement, process innovation, and cross-functional leadership.

You will manage onboarding, strategy, and KPI tracking to ensure high-quality resolutions and customer outcomes, partnering with Engineering, Product, Customer Success, and Sales.