Software Technical Support Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Software Technical Support Lead based in United States.

This role is an opportunity to become a key technical partner for customers using advanced digital identity and software solutions. You will manage complex support engagements, troubleshoot challenging technical issues, and deliver solutions that improve customer outcomes. The position combines technical expertise, customer interaction, and continuous improvement initiatives in a fast-paced environment. You will act as a subject matter expert, helping shape support processes, documentation, and product enhancements. Working across customer success, sales, and technical teams, you will influence the overall customer experience and product quality. This position is ideal for a proactive problem solver who enjoys ownership, collaboration, and solving mission-critical challenges.

Accountabilities:: The Software Technical Support Lead is responsible for managing end-to-end technical support activities, serving as a trusted advisor to customers while driving operational excellence and continuous improvement. The role requires strong technical judgment, customer focus, and the ability to independently resolve complex issues while contributing to broader support strategies.

Serve as the primary technical point of contact for customer support requests across multiple communication channels.

Manage complex and escalated support cases by identifying root causes, developing resolution strategies, and ensuring timely issue resolution.

Provide tailored technical guidance based on customer environments, operational needs, and product capabilities.

Maintain accurate case documentation, support records, and tracking systems while meeting service-level expectations.

Analyze customer issues and recommend configuration adjustments, workflow improvements, and technical solutions.

Determine escalation paths and resolution approaches by balancing urgency, complexity, and available resources.

Provide insights and recommendations to leadership regarding support processes, knowledge management, tooling improvements, and operational efficiency.

Support technical discussions, product demonstrations, and customer-facing activities in collaboration with commercial teams.

Identify recurring customer challenges and trends to improve workflows, documentation, and knowledge base resources.

Share technical learnings and complex case insights to promote continuous improvement within the support organization.

Maintain strong knowledge of the complete digital identity software portfolio and related solutions.

Coordinate after-hours support scheduling to ensure continuous customer coverage.

Prepare regular reporting and analysis on support trends, performance metrics, and improvement opportunities.

Requirements:

The ideal candidate brings a strong technical background, customer-focused mindset, and experience managing complex software support environments. They should be comfortable working independently, communicating with diverse audiences, and translating technical challenges into actionable solutions.

Bachelor’s degree in Computer Science, Manufacturing Engineering, Systems & Industrial Engineering, or a related technical discipline.

2–5 years of progressively responsible experience in technical support or a related software-focused role.

Proven ability to independently manage complex technical issues from identification through resolution with minimal supervision.

Strong troubleshooting, analytical thinking, and problem-solving abilities.

Experience diagnosing software-related issues and developing practical resolution strategies.

Strong proficiency with Microsoft Office Suite, including Excel, Word, and PowerPoint.

Excellent written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.

Ability to analyze customer feedback and translate insights into process improvements and product recommendations.

Strong organizational skills with the ability to manage multiple priorities in a dynamic environment.

Experience supporting knowledge management systems, support processes, or standard operating procedures is preferred.

Familiarity with digital identity solutions or similar enterprise software platforms is a plus.

Ability to reside and work within the United States.

Benefits:

Competitive compensation package.

Opportunity to work remotely within the United States.

Work with innovative AI-powered software and technology solutions.

Collaborative environment focused on learning, improvement, and customer impact.

Opportunities to contribute to product quality, support strategy, and operational improvements.

Professional growth opportunities within a technology-focused organization.

Exposure to complex customer environments and mission-critical applications.

Inclusive workplace culture committed to equal opportunity and diverse perspectives.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1