Tier 1 Support Lead

Patmos; Kansas City (MO); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) match

Disability insurance

Life insurance

Parental leave

Paid holidays

Job summary

Patmos Hosting is seeking a hands-on Tier 1 Support Lead to guide our frontline Support Specialists and scale operations as services expand. You will drive customer experience, coach a growing team, and coordinate workload and priorities with a focus on reliable service delivery.

This leadership role requires strong technical judgment, excellent communication, and a passion for developing people. You will work closely with cross-functional teams to improve processes and incident response,

Qualifications

• Leads a Tier 1 Support team and manages frontline operations.
• Coaches team members and coordinates workload and priorities.
• Monitors queue health, service performance, and customer experience trends.
• Handles escalations and represents leadership in customer-facing issues.

Responsibilities

• Own the quality and consistency of customer interactions by the Support Specialists team.
• Monitor queue health, staffing, and operational performance.
• Coordinate workload distribution and priorities for the team.
• Lead shift handoffs and post-incident reviews for continuous improvement.
• Support hiring, onboarding, and training of new specialists.

Skills

Technical leadership

Customer support

Coaching & development

Incident management

Linux/Windows troubleshooting

Networking fundamentals

Scripting/Automation

Education

Bachelor's degree or equivalent experience

Tools

HubSpot Service Hub

ITSM tools

Job description

Patmos Hosting is seeking a customer-focused, technically strong Tier 1 Support Lead to lead the daily operations, performance, and development of our frontline Support Specialists team. Today, Patmos supports services including colocation, dedicated servers, networking, hosting, domains, and related technology solutions. As we continue to grow, the services and technologies supported by this team will continue to expand.

The Tier 1 Support Lead is responsible for ensuring a consistent, responsive, and high-quality customer support experience while maintaining operational readiness across the Tier 1 Support organization. This role provides daily leadership for Support Specialists, coordinates priorities and workload, monitors queue health and service performance, coaches team members, and serves as the first point of leadership escalation for customer-facing support issues.

This is a hands-on leadership role. The Tier 1 Support Lead is expected to remain close to the work, support customers when needed, guide the team through complex situations, and help build the processes, documentation, and operating practices required for Support to scale.

Success in this role requires strong technical judgment, excellent communication skills, a service-oriented mindset, and a passion for developing people. The ideal candidate enjoys solving problems, leading through ambiguity, building high-performing teams, and continuously improving the customer experience.

Responsibilities

Customer Experience Leadership

● Own the quality and consistency of customer interactions delivered by the Support Specialists team.

● Ensure customer communications are professional, accurate, timely, and aligned with established service expectations.

● Monitor customer experience trends, ticket quality, and service delivery performance.

● Serve as an escalation point for customer concerns requiring leadership involvement.

● Advocate for customer needs while balancing operational priorities and business objectives.

● Identify opportunities to reduce customer effort and improve the overall support experience.

● Provide daily leadership, prioritization, and workload coordination for the Support Specialists team.

● Coach and develop team members through regular feedback, performance discussions, and development planning.

● Support hiring, onboarding, and training efforts.

● Identify skill gaps and create opportunities for continued technical and professional growth.

● Foster a culture of accountability, continuous learning, ownership, and service excellence.

● Help develop Support Specialists into future Tier 2 technical talent and future leaders.

Operational Ownership

● Maintain awareness of queue health, staffing levels, service performance, and operational risks.

● Coordinate workload distribution and support priorities.

● Monitor operational metrics and identify trends requiring corrective action or process improvement.

● Ensure operational continuity during staffing challenges, periods of increased demand, customer-impacting events, or other service disruptions.

● Lead shift handoffs and operational communications.

● Ensure the Tier 1 Support team remains prepared, staffed, and equipped to deliver consistent service.

● Serve as the primary leadership escalation point for Tier 1 operational issues.

● Coordinate customer communication during incidents and customer-impacting events.

● Escalate complex technical issues appropriately to Tier 2 Support, Infrastructure, and other technical teams.

● Maintain ownership and visibility throughout escalated issues to ensure continuity of customer communication.

● Participate in post-incident reviews and continuous improvement efforts.

Process Improvement & Knowledge Management

● Maintain and improve SOPs, runbooks, knowledge articles, and operational documentation.

● Partner with Tier 2 Support and other technical teams to improve workflows and support processes.

● Identify recurring issues suitable for documentation, automation, or training.

● Help transform tribal knowledge into repeatable and scalable processes.

● Drive continuous improvement across the Tier 1 Support organization.

What Success Looks Like

You will lead a Tier 1 Support team that consistently delivers a responsive, professional, and reliable customer experience.

Customers will experience clear communication, strong ownership, and predictable service. Your team will look to you for direction, coaching, operational clarity, and support during challenging situations.

You will maintain healthy queue performance, strengthen Tier 1 resolution capabilities, reduce unnecessary escalations, improve documentation and knowledge sharing, and help develop Support Specialists into stronger technical contributors and future leaders.

You will also play an important role in helping Patmos build a scalable Support organization capable of growing alongside the business.

Qualifications

What We're Looking For

We are looking for a leader with a strong combination of technical capability, customer focus, and people leadership.

Ideal candidates may bring experience in areas such as:

● Technical support, managed services, hosting, cloud infrastructure, SaaS, data centers, or IT operations.

● Leading, mentoring, or coordinating technical support teams in a fast-paced, customer-facing environment.

● Coaching and developing technical team members.

● Managing customer escalations and high-pressure operational situations.

● Troubleshooting Linux and/or Windows Server environments.

● Networking fundamentals, including TCP/IP, DNS, DHCP, routing, and switching.

● Virtualization platforms, server hardware, and data center operations.

● SSH, remote administration, or systems troubleshooting.

● Ticketing, CRM, ITSM, or customer support platforms such as HubSpot Service Hub.

● Scripting or automation using Python, PowerShell, Bash, or similar tools.

● Incident response, process improvement, quality management, or knowledge management.

Relevant certifications may include:

Certifications are not required. Equivalent hands-on experience, self-study, home lab experience, military experience, technical coursework, or professional experience is valued as well.

Most importantly, we are looking for someone who enjoys leading people, solving technical problems, taking ownership, and building an exceptional customer support experience.

About Us

Patmos Hosting, Inc. delivers Freedom as a ServiceTM, providing organizations with an independent alternative to Big Tech's commercial constraints, censorship, cancellation and deplatforming. Patmos owns and operates datacenter infrastructure with decentralized connectivity, open peering, and free Internet Exchange hosting, ensuring resilience and true independence. Its services span multi-megawatt colocation for AI and hyperscale workloads, GPU/high-performance compute, custom data centers, domains, web and cloud hosting, colocation and tailored website and application development.

Founded in 2022, Patmos is headquartered in Kansas City, MO, with teams and datacenters/locations in Kansas City, Dallas, Phoenix, Denver.

Why Join Us

Be part of a mission-driven company defending free speech and internet freedom.

At Patmos, you'll help protect online expression while ensuring legal compliance. Our team is shaping the future of digital freedom by building secure, high-performance internet infrastructure. We value privacy, innovation, and individual liberty—creating a purpose-driven, collaborative environment where your work matters.

Benefits include:

• 401(k) match (4%)
• Short and long term disability
• Life insurance (company paid and supplemental available)
• Generous parental leave, baby bonuses, marital bonuses, and other family-friendly perks
• 14 observed paid holidays that include solemnities

Patmos is an equal opportunity employer and proud member of the Catholic Benefits Association offering employee benefits that promote the dignity of the human person, the dignity of work, and the common good.