Technical Support Lead

Digs • Vancouver, WA

3d • $90,000 - $105,000 • Hybrid

About The Position

As Technical Support Lead, you’ll be the technical problem-solver behind our customer support experience. You’ll work directly with customers to troubleshoot issues, dig into how Digs works under the hood, identify root causes, and partner with Engineering and Product on complex problems. This isn’t traditional support. You’ll combine strong customer instincts with technical curiosity to investigate integrations, data issues, bugs, and product gaps while helping build the processes and documentation needed to scale support.

Requirements

• 5+ years of experience in technical support, solutions engineering, implementation, QA, software engineering, or a similar technical customer-facing role
• Strong technical troubleshooting skills and curiosity to understand why something is happening, not just how to work around it
• Familiarity with APIs, integrations, databases, web applications, or similar technical systems, with the ability to dig into logs, errors, data, or basic code
• Experience partnering with Engineering and Product to solve customer problems and improve the product
• Excellent communication skills and the ability to make technical concepts clear and approachable for any audience
• Strong customer empathy, organization, and ownership, with a People First approach to solving problems
• Comfortable working with autonomy, making informed decisions, and knowing when to pull others in

Nice To Haves

• Experience supporting B2B SaaS products or building support processes from the ground up
• Familiarity with construction, homebuilding, real estate, or other complex workflows

Responsibilities

• Own Technical Support
• Serve as a point of contact for customers with varying product questions and issues
• Troubleshoot, reproduce, and resolve issues while keeping customers informed
• Identify recurring issues and know when to bring in Engineering or Product
• Partner Across Product & Engineering
• Translate customer issues into clear, actionable technical context
• Partner with Engineering and Product to diagnose bugs and identify product improvements
• Close the loop with customers and bring learnings back to the team
• Build Scalable Support
• Create documentation, troubleshooting guides, and repeatable support processes
• Improve workflows, tooling, and self-service as the team grows
• Develop deep expertise in the Digs platform, integrations, and how things work under the hood

Benefits

• Competitive salary and generous equity
• Full health, dental, and vision with 100% premium coverage for you and your dependents
• Voluntary: Life AD&D, Long-term Disability, Accident, Critical Illness
• Unlimited PTO and the expectation to actively use it, with a minimum of three (3) weeks
• Fifteen (15) paid holidays per year
• 401(k)
• Paid parental leave
• Hybrid flexibility: 3-4 days/week at our collaborative Vancouver, WA headquarters, with virtual hangouts and team outings to keep things connected

What This Job Offers

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