Support Lead – Hyperspectral Products
About The Position
We are seeking a Support Lead who thrives at the intersection of technology and customer success. This role is central to ensuring our systems perform reliably in real-world environments and that our customers are confident using them. You'll serve as a hands-on technical expert-troubleshooting issues, guiding customers, and translating complex concepts into clear, actionable insights for a global audience. This role is ideal for someone who enjoys working directly with technology and customers, and who takes pride in delivering consistent, high-quality support.
Requirements
- Strong hands-on troubleshooting and problem-solving skills
- Ability to understand and work across hardware/software systems
- Clear, structured communicator-able to explain complex topics to users with varying technical backgrounds and across different cultures
- High ownership mindset-follows issues through to resolution
- Comfortable working directly with customers in dynamic environments
- Team-oriented, pragmatic, and low-ego approach to problem solving
- Willingness to travel as needed
- 5-10 years in a technical support, field service, or systems role
- Experience with instrumentation, sensors, imaging, or similar technologies
- Familiarity with software interfaces, debugging, and system integration
Nice To Haves
- Experience supporting international customers is a plus
Responsibilities
- Diagnose and resolve issues across integrated hardware and software systems
- Own customer support cases end-to-end, from intake through resolution
- Lead technical troubleshooting calls and root-cause analysis
- Communicate complex technical topics clearly to diverse, global customers
- Deliver customer training (remote and on-site)
- Travel to customer sites for installation support, troubleshooting, and training
- Partner with engineering to resolve escalated or systemic issues
- Build documentation and contribute to internal knowledge sharing
- Serve as a trusted technical resource for customers and internal teams
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
