Support Lead – Hyperspectral Products

Headwall Photonics • Bolton, MA

3d • $95,000 - $110,000 • Onsite

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed