Technology Support Lead

🔥 0 minutes ago

⛰️ Colorado, Florida, +7 more states – Remote

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

💵 $85k - $115k / year

⏰ Full Time

🟠 Senior

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Voice Systems Engineering

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

Voice Systems Engineering is an organization of entrepreneurial, growth-minded individuals working to positively impact people's lives. It operates advisor-based technology platform marketplaces that service verticals such as psychic guidance, health, and wellness. The company emphasizes innovative, collaborative, and customer-centric values. VSE strives to improve the health and wellbeing of 1 billion people by creating transformative and purposeful experiences. The company fosters an open, dynamic, and agile work environment, encouraging team members to reach their full potential.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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