Lead Technical Support Engineer – Remote

  • Location: Portland , Oregon
  • Type: Direct Hire
  • Job #676

Technical leadership role that provides coaching and support delivery oversight to a team of Support Engineers for assigned products. Focus is to ensure response coverage, rapid resolution of customer and partner issues, and overall readiness for the team to perform at a high level. Escalation resource for the team, operating across all needed functions in the company and with 3rd party partners. Support delivery spans all assisted and digital support channels.

Education and Experience

  • College Degree in technical field or industry/career equivalent experience. 
  • 3-5 years in a support delivery role or 8 plus years industry/career equivalent experience.

Additional Eligibility Qualifications

  • SaaS experience REQUIRED
  • Passion for helping customers succeed.
  • Requires IT, networking, database or SaaS/Cloud application support experience. On-premise support experience highly desirable.
  • EXPERIENCE SUPPORTING: Windows, Linux, RDBMS, AWS 
  • Excellent verbal, written and interpersonal communication skills.
  • Expert level diagnosis and problem-solving abilities.
  • Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms. 

Essential Functions

  • Works independently requiring minimal supervision.
  • Share expertise across team as recognized technical expert (SME) in assigned products.
  • Set example and high standard for delivery of quality service to customers and partners to maximize customer satisfaction and long-term loyalty.
  • Provide technical leadership and operational guidance to peer group.
  • Actively own, manage, and directly resolve customer cases as required.
  • Help plan and update global resource coverage model to ensure adherence to SLAs/SLOs.
  • Determine and deliver against readiness requirements for new product introductions, significant feature enhancements, or changes in delivery models. May include training development and delivery.
  • Monitor case management and quality of customer interactions, providing feedback to management and coaching to team members.
  • Serve as a cross-functional focal point for assigned products to drive problem resolution, influences product improvements through voice of customer feedback.
  • Build relationships with key 3rd Party contacts as required to help manage escalations and problem resolution.
  • Active participation in Knowledge Centered Service (KCS), up to and including Publisher certification. May include KCS Coach role or Knowledge Domain Expert (KDE) responsibilities for online content and product or process feedback across company.
  • Promote adoption and success of customers and partners using self-service offerings, including knowledgebase, community, and training resources.
  • Advocate for product, policy and process improvements that improve the customer experience.
  • Business analysis and reporting to identify and drive operational improvements.
  • Follow required polices and processes to maintain compliance with information security and data protection requirements.
  • Other duties as assigned. 

Supervisory Responsibility

  • This position has no direct supervisory responsibilities. Provides daily operational feedback and coaching
  • Across the team to drive performance and best practices for support delivery. May include assignment of cases to team members as required.

Position Type
This is a full-time salary and exempt position. May require working shifts outside of regular business hours (including after hours or weekends) or as needed to help address escalations or occasional gaps in coverage.

Travel
Occasional travel may be required, estimated to be <10%. 

Work Authorization/Security Clearance (if applicable)
May require US Citizenship for access to and handling of client data.

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About Us

Catapult Recruiting was founded by a group of seasoned IT professionals who are native to the Portland area and love Oregon.

Contact Us

6107 SW Murray Blvd, Unit 269
Beaverton, OR 97008
(503) 970-3111
talent@CatapultRecruiting.com