Senior Technical Support Lead

Job Title: Senior Technical Support Lead

We are seeking a seasoned technical professional to fill this senior position, where you will serve as the primary interface between our organization and clients.

Your primary responsibility will be to lead complex technical projects, ensuring they are completed on time, within budget, and meet or exceed client expectations.

You will work closely with cross-functional teams to drive successful project delivery and foster long-term relationships with key stakeholders.

This role is ideal for a highly motivated, results-driven individual who has a strong track record of success in customer-facing technical support roles.

• Serve as the escalation point for advanced technical support queries, ensuring resolution of high-priority issues with urgency and precision.

• Lead root cause analysis (RCA) efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.

• Establish and uphold support best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.

• Monitor SLA adherence for response and resolution times and proactively implement measures to exceed customer satisfaction (CSAT) expectations.

• Guide and mentor junior support engineers, fostering technical growth and enhancing team performance.

• Independently manage full lifecycle technical projects including client onboarding, integration, platform upgrades, and solution rollouts.

• Define and maintain project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.

• Provide senior-level project governance, communicating directly with client executives and internal leadership to align on scope, timelines, and business outcomes.

• Anticipate project risks and develop robust mitigation strategies; oversee scope, timeline, and budget adherence across multiple concurrent initiatives.

• Drive cross-functional collaboration across engineering, QA, operations, and customer success teams to achieve seamless project delivery.

• Cultivate long-term relationships with senior client stakeholders, serving as a strategic technical advisor aligned with their evolving business goals.

• Conduct executive-level briefings, solution workshops, and enablement programs tailored to client maturity and adoption stage.

• Represent the voice of the customer internally, bringing critical feedback into product roadmaps, architecture discussions, and support strategy.

• Promote long-term client value through proactive engagement, anticipating future needs and recommending enhancements or upgrades.

• Analyze historical support and project data to identify systemic issues and opportunities for process optimization.

• Lead initiatives to streamline operations—automating workflows, improving documentation quality, and refining support methodologies.

• Contribute to internal reviews and planning cycles by presenting KPIs, trends, and risk forecasts related to client performance, issue frequency, and delivery metrics.

• Drive a culture of excellence, ownership, and innovation across all aspects of customer delivery and support.

To succeed in this role, you must have a minimum of 10-15 years of professional experience in technical support, systems engineering, or customer-facing IT services.

Additionally, you must have at least 5+ years of experience in managing customer-facing technical projects or enterprise implementations.

You should possess a deep understanding of complex software systems, APIs, databases, and cloud-based infrastructure.

A strong background in project management tools (e.g., JIRA, Asana, MS Project) and reporting platforms is also essential.

This role offers a competitive salary and benefits package, along with opportunities for professional growth and development.

As a senior member of our team, you will have access to ongoing training and education, allowing you to stay up-to-date with the latest industry trends and technologies.

If you are a motivated, results-driven professional looking to take your career to the next level, we encourage you to apply for this exciting opportunity.

Please submit your resume and a cover letter outlining your relevant experience and qualifications.

We look forward to hearing from you