Technology Support Lead

🕒 il y a 11 jours

⛰️ Colorado, Florida, +7 états de plus – Distant

⛰️ Colorado – Remote 🐊 Florida – Remote 🏖️ New Jersey – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ☕ Washington – Remote

💵 $85 000 - $115 000 / an

⏰ Temps Plein

🟠 Senior

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

👻 Score fantôme 0%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Voice Systems Engineering

Site WebLinkedInTous les Emplois

51 - 200 employés

🏥 Santé

💼 Conseil

📣 Marketing

Healthcare • Consulting • Marketing

Voice Systems Engineering est une organisation composée d'individus entreprenants et axés sur la croissance qui s'efforcent d'avoir un impact positif sur la vie des gens. Elle opère des plateformes technologiques basées sur les conseillers, desservant des marchés verticaux tels que la guidance psychique, la santé et le bien-être. L'entreprise met l'accent sur des valeurs innovantes, collaboratives et centrées sur le client. VSE s'efforce d'améliorer la santé et le bien-être de 1 milliard de personnes en créant des expériences transformatrices et porteuses de sens. L'entreprise favorise un environnement de travail ouvert, dynamique et agile, encourageant les membres de l'équipe à atteindre leur plein potentiel.

Description

• Own the day-to-day resolution of technical issues from help desk tickets submitted by customers, advisors, and other marketplace users • Diagnose root causes using logs, tools, and platform knowledge • Distinguish product/system issues from user error or isolated incidents • Triage and route confirmed issues to appropriate internal teams and monitor them through resolution • Lead or assist root cause analysis for major disruptions • Correlate product releases and deployments with emerging ticket trends and identify possible regressions • Act as an informal QA layer across customer- and advisor-facing tools • Maintain current knowledge of core platform functionality • Create and maintain troubleshooting documentation, SOPs, and escalation procedures • Provide white-glove support for VIP users • Partner with engineering, QA, product, and other internal departments to advocate for systemic fixes • Use ticketing data to identify trends and prioritize engineering investment • Own and manage the IT ticketing system • Perform helpdesk operations including onboarding/offboarding, account management, hardware troubleshooting, software licensing, SaaS provisioning and administration, equipment purchasing, and shipping

🎯 Exigences

• Minimum 3 years’ experience in a Technology Support Lead or similar role • At least 3 years of verifiable experience in a SaaS or technology-driven environment • Experience triaging and resolving help desk tickets from diverse user groups • Ability to determine root cause rather than symptoms • Experience identifying patterns and investigating issues across products • Experience escalating issues to QA, development, and product teams through resolution • Deep technical understanding of how a product or platform works end-to-end • Experience leading root cause analysis on service disruptions • Strong incident management skills • Project management skills, including organizing cross-functional sessions and tracking issues to closure • Prior experience in technical support, IT operations, or support operations • Strong analytical skills and ability to use ticket/support data to identify trends • Excellent communication skills and ability to translate technical issues for technical and non-technical stakeholders • Experience in a B2C/DTC environment at a small to medium-sized company • Hands-on experience with ticketing systems such as Zendesk, Jira Service Management, or Freshdesk • Must currently reside in Colorado, Florida, Massachusetts, New Jersey, Ohio, Pennsylvania, Tennessee, Texas, or Washington • Must not require employment visa sponsorship now or in the future

🏖️ Avantages

• Unlimited vacation policy • Flexible work schedule • Medical insurance • Dental insurance • Vision insurance • Life insurance • Wellness wallet reimbursement for gym memberships, workout equipment, mindfulness apps, healthy food boxes, ergonomic workspace tools, and more • Tuition reimbursement program • Opportunities to continue learning • 401k match • Access to expert financial advice • Remote-based work