VisibleThread

Technical Support Lead

VisibleThread

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Senior

Tech Stack

AWSCloudLinux

About the role

  • The role is US-based Technical Support Lead for VisibleThread, an RFP intelligence platform.
  • Serve as the primary technical contact for US customers, managing Tier 1 and Tier 2 issues via helpdesk, email, and virtual meetings.
  • Lead deployments including new installations, upgrades, and configurations for on-premise, private cloud, and Gov cloud instances.
  • Own customer issues from initial report to final resolution; troubleshoot and collaborate with global engineering.
  • Support security posture: assist with customer security questionnaires, audits, and ensure compliance with security standards.
  • Develop and maintain high-quality support documentation, knowledge base articles, and internal training materials.

Requirements

  • 3-5 years of deep technical support experience in a B2B SaaS environment.
  • Strong troubleshooting skills; solid understanding of web applications, networking concepts, and databases. Experience working with Linux and AWS.
  • Initiative: You're a natural self-starter. You don't wait to be told what to do; you identify needs, take initiative, and own tasks through to completion.
  • Communication: Excellent verbal and written communication skills. You can explain complex technical concepts to non-technical users with ease and patience.
  • Citizenship: Must be a US Citizen residing in the United States.