About the CompanyWe are seeking a proactive and experienced Tech Support Lead to oversee and elevate our technical support operations.About the RoleAs 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. Youʼll 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
Job Title
Tech Support Lead