Apply on Employer Site

Workiz · 10 hours ago

Technical Support Team Lead

Austin, TX

Full-time

Hybrid

Mid, Senior Level

$90K/yr - $115K/yr

3+ years exp

Workiz is the leading SaaS platform for field service teams, and they are seeking a highly skilled Technical Support Team Lead. In this role, you will guide a team of Technical Support Representatives, ensuring high performance and strong technical execution while overseeing critical support domains.

CRMEnterprise SoftwareRecruitingSaaSSmall and Medium Businesses

Growth Opportunities

Responsibilities

Lead and support a team of Technical Support Representatives, including coaching, feedback, and performance management

Own team workflows and execution standards, ensuring consistent case handling, documentation quality, and customer experience

Conduct regular 1:1s, team huddles, and performance check-ins to support engagement, clarity, and development

Support hiring, onboarding, and training initiatives to build a strong and scalable Tier 3 team

Serve as the final internal escalation point for Tier 3 issues, ensuring speed, accuracy, and clear communication

Own the day-to-day oversight of Tier 3 Support operations across development escalations, Billing/Fintech support, Phone Porting, and Import/API support

Ensure consistent, high-quality handling of escalations and complex technical/customer issues across your domains

Set expectations and drive performance across the team—prioritization, workload distribution, SLAs, and escalation standards

Identify trends and recurring pain points, then implement improvements to reduce ticket volume and improve resolution time

Act as a subject matter expert for advanced technical issues across the Workiz platform, including frontend/backend troubleshooting and API-related incidents

Lead coordination with Engineering and Product on bugs, system incidents, and customer-impacting issues ensuring correct prioritization, documentation, and follow-through

Partner with internal stakeholders (Finance/Payments, Porting providers, Implementation/Onboarding, etc.) to improve workflows and reduce recurring issues

Create and maintain Tier 3 playbooks, escalation paths, and knowledge base documentation to enable scale and consistency

Qualification

SaaS applicationsTechnical application supportAPI integrationPeople leadershipCollaboration toolsProblem-solvingAnalytical mindsetProcess improvementTechnical support certificationsMobile application supportFintech workflowsCommunication skillsReliabilityOwnership

Required

Strong understanding of SaaS applications and troubleshooting methodologies

3+ years of experience providing advanced technical application support in a software environment, with a proven track record of resolving complex customer issues

1+ years of people leadership experience, including mentoring, coaching, and accountability (formal management experience is a plus)

Exceptional problem-solving and critical thinking abilities, with the ability to diagnose and implement effective solutions for intricate technical challenges

Excellent verbal and written communication skills, with the ability to convey technical information clearly, professionally, and empathetically to diverse audiences

Demonstrated ability to collaborate cross-functionally and manage priorities in a fast-paced, dynamic setting

Strong analytical and process-oriented mindset, with the ability to improve workflows and drive operational consistency

Proven reliability and ownership—meeting performance standards and following through with accuracy and timeliness

Familiarity and practical experience (2-3+ years) utilizing collaboration and issue-tracking tools such as Jira, Slack, Google Suite, and knowledge management platforms (e.g., Confluence)

Hands-on experience (1-2+ years) with API integration and configuration, including proficiency in JSON, HTML, XML, and database knowledge (e.g., MySQL)