Technology Support Lead

Vse Inc; Northern (KY); Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Unlimited vacation

Flexible work schedule

Wellness wallet

Job summary

Voice Systems Engineering (VSE) seeks a Technology Support Lead to own day-to-day resolution of technical issues from a two-sided marketplace. You will read tickets, trace root causes, and drive fixes with engineering, QA, and product teams.

You’ll analyze ticket data to spot trends and escalate to the right internal teams. The role is remote-first, emphasizes deep product knowledge, and requires strong communication.

Qualifications

• Experience triaging and resolving help desk tickets from diverse user groups and identifying root causes.
• Identify patterns and investigate issues across product areas and escalate until resolution.
• Deep understanding of how a product or platform works to diagnose issues independently.
• Lead RCA on major disruptions and coordinate with engineering, QA, and product teams.
• Strong incident management skills for cross-functional resolution efforts.
• Plan and organize cross-functional sessions and track issues to closure.
• Background in technical support, IT operations, or support operations.
• Use ticket data to identify trends and help prioritize engineering investments.

Responsibilities

• Ticket-Based Issue Resolution: diagnose root cause using logs, tools, and platform knowledge.
• Distinguish true issues from user errors and route issues to internal teams.
• Root Cause Analysis: lead or assist RCA on major disruptions.
• Documentation & Training: maintain up-to-date knowledge and create troubleshooting guides.
• Cross-Functional Coordination & Data: advocate fixes and maintain SOPs for ticket handling.
• Operations: manage IT ticketing system and routine helpdesk tasks.

Skills

Help desk tickets

Root cause analysis

Incident management

Cross-functional coordination

Data analysis

Technical troubleshooting

Communication

Project management

Job description

Technology Support Lead
Voice Systems Engineering (VSE) is a dynamic organization driven by innovation and a shared passion for positivelyimpactingpeople's lives. Specializing in advisor-based technology platforms, weoperateacross various service sectors, including psychic guidance and wellness, with our flagship brand, Psychic Source, leading the way.

Our vision at VSE centers on the belief that when talented individuals unite, possibilities become limitless. Rooted in a remote-first environment,we'vecultivated a culture that embraces diversity, equity, work-life balance, and a true sense of belonging.

We are seeking aTechnology Support Lead with a minimum of 3 years' experienceto own the day-to-day resolution of technical issues surfaced through help desk tickets from both sides of our marketplace — customers and the advisors who serve them. This is a hands-on role for someone who wants to be deep in the technical weeds:reading throughtickets and logsto improve user experience,tracinganyroot cause, and driving theupdatethrough the right internal team.You'llneed a genuinely deep understanding of how our product works end-to-end, since tickets can originate from any part of the platform and from any user type.

You'llwork cross-functionally with engineering, QA, and product teams to drive issues to resolution, and use ticket data to spot trends and advocate for the fixes that matter most. If you enjoy rolling up your sleeves, digging into root causes, and being the person who keeps things running(rather than managing a team), thisrole is built for you.

Required Skills & Qualifications

• Experience triaging and resolving help desk tickets from diverse user groups(all usersfrom atwo-sidedmarketplace),determiningroot cause rather than just symptoms.

• Experienceidentifyingpatternsand investigatingissuesacrossproductsto catch problems early,and escalateto QA/DEV/PROD teams until resolution, ensuring a reliable experience forall users from a two-sided marketplace.

• Deep,demonstratedunderstanding of how a product or platform works technically, sufficient to diagnose issues without heavy reliance on other teams.

• Experience leading root cause analysis on service disruptions, coordinating directly with engineering, QA, and product teams

• Strong incident management skills, with the ability to lead cross-functional resolution efforts.

• Project management skills; ability to organize cross-functional working sessions and track issues to closure.

• Prior experience in technical support, IT operations, or support operations.

• Strong analytical skills; comfortable using ticket/support data toidentifytrends and justify engineering priorities.

• Excellent communication skills, with the ability to translate technical issues for both engineering and non-technical stakeholders.

Key Responsibilities

Ticket-Based Issue Resolution

• Serve as the escalation point for helpdesk tickets from customers, advisors, and other outside user groups, diagnosing root cause using logs, tools, and platform knowledge.

• Distinguish true product/system issues from user error or isolated incidents by applying deep productexpertise.

• Triage and route confirmed issues to theappropriate internalteam,monitoringthem through to resolution.

Root Cause Analysis(RCA)& Release Quality Ownership

• Lead orassistRCA on major disruptions affecting customers or advisors, regardless of which product area they touch.

• Monitor product release/change activity to correlate deployments with emerging ticket trends, treating clustered issues aspossibleregressions.

• Act as an informal QA layer across customer- and advisor-facing tools.

Documentation & Training

• Maintain deep, current working knowledge of core platform functionality.

• Build andmaintaintroubleshooting documentation for internal teams, based on recurring ticket patterns.

• Provide white-glove support for VIP users.

Cross-Functional Coordination & Data

• Partner with internal departments to advocate for fixes to systemic or recurring issues surfaced through tickets.

• Build andmaintainSOPs and escalation procedures for ticket handling.

• Use ticketing data toidentifytrends and help prioritize engineering investment.

Operations

• Ownership and management oftheIT ticketing system.

• Routine helpdesk support tasks such as employee onboarding/offboarding, user account management, hardware troubleshooting, software licensing management,SaaS provisioning & administration, equipmentpurchasing& shipping, etc.

AtVSEthe well-being of our people comes first, and we have nurtured a culture that focuses on health and wellness, personal growth, and social responsibility. We celebrate diversity and are committed to creating an inclusive environment of belongingforall employees and applicants. We are an equal opportunity employer.

We offer an unlimited vacation policy and flexible work schedule, so you can prioritize your needs for whatever season of life you are in. Our comprehensive insurance programs include medical, dental, vision, and life. VSE employees also have access to a "wellness wallet" that will reimburse them for gym memberships, workout equipment, mindfulness apps, healthy food boxes, ergonomic workspace tools, and more.

We prioritize investment in our people by offering a tuition reimbursement program and plenty of opportunities to continue learning. We also help you plan for your future and beyond by offering a 401k match and access to expert financial advice.

This is a remote based position. You can learn more about life and work at VSE by visiting us here.

We are currently inviting residents of Colorado, Florida, Massachusetts, New Jersey, Ohio, Pennsylvania, Tennessee, Texas, and Washington.

Salary Range:$85,000–$115,000 per annum, depending on experience andexpertise. This figurerepresentsour good faith andreasonableestimate of the potential salary for this role. Salary and whole compensationpackage tobedeterminedby the candidate’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data. We may offer a salary outside this range to an exceptional candidate.