Platform Technical Support Lead

SOLUGENIX • San Francisco, CA

58d • $40 - $46 • Remote

About The Position

The Platform Technical Support Lead will report into the Associate Manager of Support and serve as a key support leader. In this role, you will directly manage day-to-day merchant escalations while also shaping how the company can scale support to thousands of restaurants. You will combine strong technical troubleshooting skills with leadership experience to guide agents, improve processes, and ensure we maintain industry-leading service levels.

Requirements

• 5+ years of experience in technical support, IT/networking, or related operations, with a proven track record of diagnosing and resolving complex issues in live environments.
• 2+ years of leadership or team management experience, mentoring others and building scalable processes.
• Must be able to thrive in fast-changing, ambiguous environments and are motivated by building systems from the ground up.
• Must be a structured problem solver who can both dive deep into technical detail and zoom out to design scalable solutions.
• Must have excellent communication skills and experience working directly with merchants, clients, or customers in high-stakes situations.
• Experience with POS systems, networking (LAN/WAN troubleshooting, router/switch configuration), or distributed hardware.

Responsibilities

• Handle frontline merchant support directly, serving as the escalation point for complex technical issues that require networking or system-level expertise.
• Lead by example on tickets and live interactions, setting the bar for quality, speed, and ownership.
• Mentor and coach support agents, building their confidence and ability to resolve issues independently.
• Contribute to the growth of the support org by helping improve training programs, internal knowledge resources, and performance standards.
• Play a key role in expanding the scope of support (phone, video, extended hours) while ensuring we maintain white-glove quality.

What This Job Offers

• Career Level: Manager
• Industry: Administrative and Support Services
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees