Product Systems Support Lead

DriveTime•Tempe, AZ

1d•Hybrid

About The Position

As a Team Lead, Product Systems Support, you will lead a team responsible for resolving complex operational and system issues across a multi-platform ecosystem while serving as both a technical escalation point and people leader. This role combines hands-on support expertise with leadership responsibilities, including coaching team members, driving operational excellence, improving support processes, and partnering cross-functionally to increase system reliability, team throughput, and customer impact.

Requirements

4+ years of experience in operations, product support, systems support, or similar roles
1+ years of leadership, mentoring, or team lead experience preferred
Bachelor’s degree in Business, IT, or a related field (or equivalent practical experience)
Demonstrated ownership of complex tickets, incidents, or operational workflows
Experience leading incident response and coordinating cross-functional resolution efforts
Experience working across multiple business systems and tools
Hands-on experience with ticketing systems such as Jira, Zendesk, or ServiceNow
Strong understanding of troubleshooting concepts, web applications, and data flow
Proven ability to manage multiple projects and competing deadlines
Strong organizational, communication, and stakeholder management skills

Nice To Haves

Experience working directly with vendors on system or product escalations
SQL or data query experience

Responsibilities

Leading, mentoring, and developing a team of Product Systems Support Specialists
Providing day-to-day direction, prioritization, and workload management across the team
Acting as a senior escalation point for complex, ambiguous, or high-risk incidents and support issues
Coaching team members on troubleshooting, communication, documentation, and operational best practices
Driving accountability, performance, and continuous improvement within the team
Supporting hiring, onboarding, training, and ongoing development of team members
Creating a collaborative, customer-focused, and solutions-oriented team culture
Monitoring team performance metrics, identifying trends, and implementing improvements to increase efficiency and service quality
Helping establish support standards, operating procedures, and escalation frameworks
Owning high-impact, complex support issues end-to-end, from intake through full and permanent resolution
Driving root-cause analysis and implementing preventative fixes rather than short-term workarounds
Managing multiple concurrent priorities in a fast-paced, high-volume environment
Serving as a first-line systems operator across PCMI, Genesys, Twilio, Pega, Salesforce, Website, and other platforms
Investigating issues across multiple business systems to identify root causes and cross-system dependencies
Configuring and optimizing platforms to resolve problems and improve workflows
Supporting system releases, configuration changes, and feature rollouts
Leading triage and resolution of critical operational incidents
Partnering directly with vendors during escalations and driving issues to closure
Communicating status, risks, and timelines clearly to stakeholders across the business
Identifying workflow gaps and proposing or implementing scalable process improvements
Increasing team throughput, efficiency, and documentation quality
Building and maintaining knowledge base content and repeatable solutions
Contributing to operational best practices and support standards
Influencing cross-functional stakeholders and setting clear expectations