Technology Support Lead

Voice Systems Engineering, Inc.; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

Voice Systems Engineering, Inc. seeks a full-time remote Technology Support Lead with at least 3 years' experience to manage resolution of help desk tickets and collaborate cross-functionally to improve user experience and system reliability.

You will serve as escalation point, lead root cause analysis, monitor releases for regressions, and document troubleshooting steps to drive systemic fixes. Strong incident and project management skills, plus data-driven prioritization of engineering work,

Qualifications

• Minimum 3 years of experience in technical support or IT operations, focusing on triaging and resolving help desk tickets.
• Proven ability to conduct root cause analysis and coordinate with engineering, QA, and product teams.
• Deep understanding of product/platform functionality to diagnose issues independently.
• Strong incident management and project management skills with experience coordinating cross-functional efforts.
• Analytical skills to use ticket data for identifying trends and justifying engineering priorities.

Responsibilities

• Serve as the escalation point for helpdesk tickets, diagnosing root causes and routing issues to internal teams.
• Lead root cause analysis on major disruptions and monitor releases to identify trends and potential regressions.
• Maintain troubleshooting documentation and advocate for systemic fixes based on ticket data trends.

Skills

Help desk triage

Root cause analysis

Cross-functional coordination

Incident management

Data-driven prioritization

Job description

Seeking a full-time remote Technology Support Lead with a minimum of 3 years' experience to manage the resolution of technical issues from help desk tickets, collaborating cross-functionally to enhance user experience and drive system improvements.

Key Responsibilities

• Serve as the escalation point for helpdesk tickets, diagnosing root causes and routing issues to appropriate internal teams
• Lead root cause analysis on major disruptions, monitoring product releases to identify trends and potential regressions
• Maintain troubleshooting documentation and advocate for systemic fixes based on ticket data trends

Required Qualifications

• Minimum 3 years of experience in technical support or IT operations, with a focus on triaging and resolving help desk tickets
• Proven ability to conduct root cause analysis and coordinate with engineering, QA, and product teams
• Deep understanding of product/platform functionality to diagnose issues independently
• Strong incident management and project management skills, with experience organizing cross-functional efforts
• Analytical skills to utilize ticket data for identifying trends and justifying engineering priorities