Technology Support Lead

Voice Systems Engineering

Technology Support Lead resolving SaaS platform issues for Psychic Source’s advisor marketplace. Diagnosing root causes, coordinating engineering and QA fixes, and managing helpdesk operations remotely.

Posted 8/11/2026full-timeRemote • Colorado, Florida, Massachusetts, New Jersey, Ohio, Pennsylvania, Tennessee, Texas, Washington • 🇺🇸 United StatesSenior💰 $85,000 - $115,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and incident management, with a strong focus on root cause analysis and troubleshooting in a SaaS environment. Proficient in using ticketing systems to manage and resolve user issues while collaborating with cross-functional teams.

Highest-signal resume keywords

Technical Support LeadershipRoot Cause AnalysisIncident ManagementSaaS Environment ExperienceTicketing System Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root Cause AnalysisIncident ManagementTroubleshootingHelp Desk OperationsProject ManagementAnalytical SkillsSaaS ProvisioningAccount ManagementHardware TroubleshootingSoftware Licensing

Soft Skills

Excellent CommunicationCollaborationProblem-Solving

Tools & Technologies

ZendeskJira Service ManagementFreshdesk

Industry Keywords

B2CDTCTechnical SupportIT OperationsSupport Operations

About the role

Key responsibilities & impact

Own the day-to-day resolution of technical issues from help desk tickets submitted by customers, advisors, and other marketplace users
Diagnose root causes using logs, tools, and platform knowledge
Distinguish product/system issues from user error or isolated incidents
Triage and route confirmed issues to appropriate internal teams and monitor them through resolution
Lead or assist root cause analysis for major disruptions
Correlate product releases and deployments with emerging ticket trends and identify possible regressions
Act as an informal QA layer across customer- and advisor-facing tools
Maintain current knowledge of core platform functionality
Create and maintain troubleshooting documentation, SOPs, and escalation procedures
Provide white-glove support for VIP users
Partner with engineering, QA, product, and other internal departments to advocate for systemic fixes
Use ticketing data to identify trends and prioritize engineering investment
Own and manage the IT ticketing system
Perform helpdesk operations including onboarding/offboarding, account management, hardware troubleshooting, software licensing, SaaS provisioning and administration, equipment purchasing, and shipping

Requirements

What you’ll need

Minimum 3 years’ experience in a Technology Support Lead or similar role
At least 3 years of verifiable experience in a SaaS or technology-driven environment
Experience triaging and resolving help desk tickets from diverse user groups
Ability to determine root cause rather than symptoms
Experience identifying patterns and investigating issues across products
Experience escalating issues to QA, development, and product teams through resolution
Deep technical understanding of how a product or platform works end-to-end
Experience leading root cause analysis on service disruptions
Strong incident management skills
Project management skills, including organizing cross-functional sessions and tracking issues to closure
Prior experience in technical support, IT operations, or support operations
Strong analytical skills and ability to use ticket/support data to identify trends
Excellent communication skills and ability to translate technical issues for technical and non-technical stakeholders
Experience in a B2C/DTC environment at a small to medium-sized company
Hands-on experience with ticketing systems such as Zendesk, Jira Service Management, or Freshdesk
Must currently reside in Colorado, Florida, Massachusetts, New Jersey, Ohio, Pennsylvania, Tennessee, Texas, or Washington
Must not require employment visa sponsorship now or in the future

Benefits

Comp & perks

Unlimited vacation policy
Flexible work schedule
Medical insurance
Dental insurance
Vision insurance
Life insurance
Wellness wallet reimbursement for gym memberships, workout equipment, mindfulness apps, healthy food boxes, ergonomic workspace tools, and more
Tuition reimbursement program
Opportunities to continue learning
401k match
Access to expert financial advice
Remote-based work