Tech Support Lead

About the Company

We are seeking a proactive and experienced Tech Support Lead to oversee and elevate our technical support operations.

About the Role

As the Tech Support Lead, you will manage a team of support specialists, act as an escalation point for complex issues, and work cross functionally to improve the overall support experience. Youll play a key role in driving team performance, implementing best practices, and ensuring our customers receive timely and high-quality technical assistance.

Responsibilities

• Advanced Troubleshooting, Debugging & Diagnostics
• Strong ability to analyze and resolve complex technical issues across web applications
• Expertise in isolating issues at various levels server, database, client, and front-end
• Comfortable working directly with developers to replicate and resolve high-priority bugs and system faults
• Experienced in using diagnostic tools and custom scripts to monitor and trace performance issues
• Skilled in debugging code and application behavior to identify root causes using logs, browser dev tools, and back-end tracing
• Operating Systems & Environment
• In-depth technical knowledge of Windows, macOS, and Linux environments
• Comfortable navigating and troubleshooting command-line interfaces and system-level processes
• Skilled at resolving cross-platform compatibility and configuration issues
• Tools & Platforms
• Experienced with ticketing and issue tracking systems like Zendesk and Jira Service Desk
• Proficient in using remote support tools such as TeamViewer and AnyDesk to assist users and diagnose problems
• Working knowledge of Bitbucket for version control, code review, and collaboration with developers
• Web & Application Stack
• Front-end technologies: JavaScript, AJAX, CSS, UI debugging and optimization
• Ability to read, debug, and troubleshoot application code to support issue resolution
• Collaborates effectively with developers to support deployment and issue resolution pipelines
• Solid understanding of web technologies: PHP, MySQL, CodeIgniter 1 & 4 (CI1 & CI4)
• Testing & Quality Assurance
• Skilled in identifying edge cases, writing and executing unit test cases, and performing regression testing
• Strong understanding of test environments and assisting QA teams with identifying and reproducing bugs
• Proactive in ensuring high-quality releases by validating fixes before they are pushed to production
• Deep Project Understanding & Ownership
• Ability to connect customer issues to back-end logic, data layers, and system configurations
• Known for taking deep ownership of assigned projects, including full context on dependencies, workflows, and architecture
• Proactively communicates with development and product teams to advocate for stability, usability, and customer satisfaction