Lead Technical Support Engineer

Our client, a rapidly growing software company based in the heart of Seattle, Washington, US , is looking for a Lead Technical Support Engineer to head their customer support division. This pivotal role involves providing high-level technical assistance to clients, troubleshooting complex software issues, and mentoring a team of support specialists. You will be the primary point of contact for critical customer escalations, requiring a deep understanding of our client's product suite and the ability to diagnose and resolve intricate technical problems efficiently. Responsibilities include developing and implementing support strategies, creating comprehensive knowledge base articles and FAQs, analyzing support data to identify trends and areas for improvement, and collaborating with the product development team to relay customer feedback and advocate for feature enhancements. You will also be responsible for training new support staff and ensuring adherence to service level agreements (SLAs).

The ideal candidate possesses exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical users. A strong background in enterprise software support, network diagnostics, and operating systems (Windows, macOS, Linux) is essential. Experience with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and remote diagnostic tools is required. Leadership experience, with a proven track record of building and motivating high-performing teams, is a significant advantage. This role is based in our Seattle, Washington, US office and requires on-site presence to facilitate team collaboration and direct client interaction. We are committed to fostering a supportive and challenging work environment where innovation and customer satisfaction are paramount. Join us and play a key role in ensuring our clients receive the highest level of service and support.