Time & Attendance Tech Support Lead (Escalations & Scripting)

irissoftwaregroup; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

On-call rotation

Job summary

irissoftwaregroup is seeking a leader for technical and scripting support focused on timekeeping, attendance, and scheduling. You will guide a team, handle complex customer issues, and manage custom scripts and investigations to help customers and service partners use the products effectively.

The role involves coordinating with colleagues across product, development, and services, while contributing to shared documentation and supporting holiday and weekend on-call coverage.

Qualifications

• Experience with time and attendance or time and labour tech; related workforce management or payroll service exposure is a plus.
• Ability to guide or coach support analysts and improve case quality.
• Experience in complex issue investigation and customer escalation handling.
• Scripting experience and the ability to assess, test, and deliver customer-specific script requests.
• Troubleshooting knowledge across software, hardware, APIs, networking, or integrations.

Responsibilities

• Set team priorities, coordinate workloads, and coach support analysts through case reviews and hands-on problem solving.
• Serve as the escalation point for complex customer issues and support delivery against service targets.
• Scope, test, write, and review custom scripts using a proprietary scripting language.
• Troubleshoot issues involving software, time clocks, APIs, networking, and third-party integrations.
• Triage suspected software defects and coordinate investigation with development teams.
• Improve support case documentation and use reporting to monitor workload, escalations, quality, and outcomes.
• Work with product, development, customer success, and professional services teams to address recurring problems.
• Contribute to shared documentation and take part in holiday and weekend on-call coverage.

Skills

Time & attendance

Escalation management

Script testing

Customer support leadership

Tools

Proprietary scripting language

Job description

irissoftwaregroup is seeking a leader for technical and scripting support focused on timekeeping, attendance, and scheduling. You will guide a team, handle complex customer issues, and manage custom scripts and investigations to help customers and service partners use the products effectively.

The role involves coordinating with colleagues across product, development, and services, while contributing to shared documentation and supporting holiday and weekend on-call coverage.