TechStrat Ltd. · 1 week ago
Customer Support Lead Engineer
Falls Church, VA
Full-time
Hybrid
Mid, Senior Level
4+ years expTechStrat Ltd. is a dynamic leader in digital transformation, and they are seeking a proactive and customer-centric Customer Support Lead to lead a focused support team. The role involves coordinating with R&D, Solutions, and Professional Services teams to resolve issues, enhance customer communication, and drive continuous improvement in support processes.
Financial Services
No H1B
Security Clearance Required
Responsibilities
Lead the Customer Support (CS) team (2 to 3 people): run stand‑ups, conduct ticket reviews, and lead hands-on ticket work with various internal teams to achieve resolution
Own ticket lifecycle (intake → triage → resolution → closure), meeting or exceeding SLAs and customer satisfaction targets
Troubleshoot and provide technical guidance on complex CS tickets, ensuring follow-through to resolution while you continue deepening your expertise with our platform
Collaborate cross‑functionally with: R&D Product on defect reproduction, prioritization, and release notes. Solutions on environment nuances, configurations, and customer‑specific workflows. Professional Services on complex deployments, upgrades, and change management
Serve as customer communications lead, crafting polished status updates, incident reports, and executive briefings that translate technical details into clear business language
Champion low‑code/no‑code support, using BizFlow M to streamline support workflows (automations, routing, templates) and reduce time‑to‑resolution
Maintain knowledge assets: playbooks, runbooks, FAQs, and internal KB articles; ensure versioning aligns with product releases
Monitor system & service health: track patterns, escalate risks, and coordinate mitigations ahead of customer impact
Drive continuous improvement: post‑incident reviews, root‑cause analysis, and process updates across tools and workflows
Qualification
Required
Bachelor's degree in Computer Science, Software Engineering, or a related technical discipline
4+ years in customer support, technical support, or client enablement for enterprise software
Demonstrated excellence in polished, professional customer communications—written and verbal—tailored for both technical and executive audiences
Experience with modern ticketing systems (e.g., Zendesk)
Working knowledge of web technologies (HTML/CSS/JavaScript, REST APIs) and SQL for basic troubleshooting
Proven ability to collaborate across R&D/Product, Solutions, and Professional Services teams to resolve complex customer issues
Strong troubleshooting, analytical, and diagnostic skills to investigate, analyze, and resolve technical issues efficiently
Demonstrated ability to communicate technical concepts to non-technical users in both written and verbal forms
Proven ability to work independently and collaboratively in agile or cross-functional teams
Excellent customer relationship-building abilities
Quick learning ability—you're comfortable picking up new tools, workflows, and platforms
A team-oriented mindset, you work well with others, communicate clearly, and contribute positively
A service-first attitude—you thrive in customer-facing situations and enjoy helping people solve technical challenges
Authorization to work in the U.S
Ability to obtain and maintain a U.S. government Public Trust clearance
Preferred
Experience supporting low‑code platforms and process/workflow automation in enterprise environments
Proficiency using ZenDesk to manage CS tickets and run reports
Familiarity with secure configuration, vulnerability remediation, and compliance best practices in federal contexts
Skill building clear runbooks and customer‑facing release/incident communications
Company
TechStrat Ltd.
At TechStrat we help entrepreneurs, CEOs and shareholders grow and fund technology businesses.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Michael Bolotin, MBA CSCP
Partner, M&A
Nat Burgess
Managing Partner
Company data provided by crunchbase