Time & Attendance Tech Lead — Scripting & Support

IRIS; United States; Hybrid; USD 90,000 - 120,000; Full time

Job summary

IRIS is hiring a Technical & Scripting Support Team Lead in the United States. You will lead a hands-on team, solve complex issues, and mentor analysts while coordinating scripting requests and ensuring high service levels.

You’ll work with Product, Development, Customer Success and Professional Services to improve outcomes and document solutions. Knowledge of Swipeclock products and time-and-attendance tech is a strong plus.

Qualifications

• Experience in time and attendance or time and labour technology is essential.
• At least 2 years’ experience in customer service or technical support.
• Experience leading, mentoring or providing senior-level guidance within a technical support environment.
• Two years of college-level study in Computer Science, IT or a related discipline, or equivalent education and experience.
• Familiarity with Swipeclock products or another Workforce Management platform would be an advantage.

Responsibilities

• Lead the team day to day, coordinating workloads, priorities and technical direction while coaching analysts through feedback, case reviews and hands-on problem solving.
• Act as the first point of contact for complex customer escalations and help ensure the team meets agreed service levels (SLAs).
• Scope, prioritise, test and deliver custom scripting requests, including writing and reviewing code using Swipeclock’s proprietary scripting language.
• Troubleshoot complex issues across software, time-clock hardware, APIs, networking and third-party integrations.
• Improve case quality within Salesforce Service Cloud, ensuring problems, investigation steps, solutions and follow-up actions are clearly documented.
• Lead bug triage, the process of investigating, documenting and prioritising potential software defects before working with Development to progress them.
• Partner with Product, Development, Customer Success and Professional Services to tackle recurring issues and improve customer outcomes.
• Use Salesforce reports and dashboards to provide visibility of service levels, case backlog, escalations, quality and customer outcomes.
• Build reusable knowledge, documentation and working practices that strengthen technical capability across the team.
• Participate in the team’s holiday and weekend on-call rotation.

Skills

Time and attendance technology

Technical support

Leadership / mentoring

Customer communication

Analytical thinking

Education

Two years of college-level study in Computer Science or IT

Tools

Salesforce Service Cloud

C#

APIs

Automation tools

Clock hardware

Job description

IRIS is hiring a Technical & Scripting Support Team Lead in the United States. You will lead a hands-on team, solve complex issues, and mentor analysts while coordinating scripting requests and ensuring high service levels.

You’ll work with Product, Development, Customer Success and Professional Services to improve outcomes and document solutions. Knowledge of Swipeclock products and time-and-attendance tech is a strong plus.