TEKsystems · 13 hours ago
Senior Technical Support Lead
Dallas, TX
Contract
Onsite
Senior Level
$60/hr - $70/hr
7+ years expTEKsystems is a leading provider of business and technology services, and they are seeking a hands-on Technical Customer Support leader. This role is responsible for owning and scaling the global customer support function for a SaaS and Video Surveillance as a Service platform, ensuring an exceptional support experience while collaborating across various teams.
Information Technology
Responsibilities
Own the global customer support function and overall support experience
Define and evolve support strategy aligned with company growth and enterprise expectations
Establish SLAs, escalation paths, and service standards for customers and partners
Ensure support operations scale predictably as customer volume grows
Lead day-to-day support operations, including ticket triage, prioritization, and resolution
Manage complex customer escalations and serve as an executive point of contact when needed
Implement and optimize support workflows, tooling, and automation
Ensure consistent, high-quality responses across all support channels
Partner closely with Product and Development to:
Drive rapid issue resolution
Identify systemic issues and root causes
Influence roadmap priorities based on customer impact
Collaborate with Cloud, Hardware, and Install teams on platform and deployment-related issues
Work with Customer Success and Sales to support renewals, expansions, and strategic accounts
Coordinate with partners to align support responsibilities and expectations
Define and track key support metrics (CSAT, response time, resolution time, backlog health)
Establish regular reporting on support trends, risks, and customer-impacting issues
Lead root cause analysis and post-incident reviews
Turn support data into actionable insights for product and operational improvements
Hire, onboard, and develop a high-performing customer support team
Mentor support staff and future support leaders
Define career paths, training programs, and performance expectations
Foster a culture of ownership, accountability, and customer empathy
Own customer-facing and internal support documentation
Ensure runbooks, troubleshooting guides, and FAQs are accurate and up to date
Partner with Product and Training teams to improve onboarding and self-service resources
Qualification
Required
7 - 10+ years with strong technical depth and experience leading customer support for SaaS platforms
Experience operating in high-growth or startup environments
Strong communication skills
Prioritization skills
Operational discipline
Ability to manage complex customer escalations
Experience in defining support standards and SLAs
Ability to lead day-to-day support operations
Experience in implementing and optimizing support workflows, tooling, and automation
Ability to define and track key support metrics (CSAT, response time, resolution time, backlog health)
Experience in leading root cause analysis and post-incident reviews
Ability to hire, onboard, and develop a high-performing customer support team
Experience in mentoring support staff and future support leaders
Ability to define career paths, training programs, and performance expectations
Experience in owning customer-facing and internal support documentation
Ability to ensure runbooks, troubleshooting guides, and FAQs are accurate and up to date
Preferred
Experience supporting AI/ML-powered products
Experience with offshore development staff
Partner or channel support experience
Familiarity with support platforms (Zendesk, Jira Service Management, ServiceNow, etc.)
Experience building tiered support models and on-call rotations
Benefits
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Company
TEKsystems
At TEKsystems, they understand people. Every year they deploy over 80,000 IT professionals at 6,000 client sites across North America,
10001+ employees
H1B Sponsorship
TEKsystems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (46)
2024 (52)
2023 (33)
2022 (22)
2021 (36)
2020 (53)
Funding
Current Stage
Late StageLeadership Team
Ryan Skains
Vice President, TEKsystems Global Services
Recent News
Morningstar.com
2026-02-03
2025-11-19
2025-10-29
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