Technical Support Lead

Persistent Systems•New York, NY

2d•$120,000 - $151,000•Onsite

About The Position

Persistent Systems is seeking a Technical Support Lead to join their growing team in support of their Wave Relay product line. This role will lead the Technical Support function, providing direct customer support, maintaining support continuity, and helping improve the tools, documentation, and workflows that enable an excellent support experience. This is an ideal opportunity for a technically strong, customer-focused professional who wants to lead a growing team.

Requirements

2+ years of experience in technical support, product support, helpdesk, field support, or another customer-facing technical role
Strong understanding of IP networking, network configuration, and troubleshooting
Experience supporting hardware and software products in a remote troubleshooting or helpdesk environment
Excellent written and verbal communication skills, including phone-based customer support
Ability to document issues clearly, manage multiple priorities, and follow through to resolution
Experience with ticketing, CRM, or support platforms such as Salesforce, Jira, Microsoft or similar systems
Technical aptitude in IT, networking, communications systems, radio technology, or related fields
Must be eligible to obtain a United States Security Clearance

Nice To Haves

Experience supporting wireless communications, RF systems, MANET technologies, or tactical communications products
Familiarity with Wave Relay products or similar networking and radio systems
Associate or bachelor’s degree in electrical engineering, computer engineering, computer science, information technology, or a related technical field, or equivalent practical experience
Experience creating technical documentation, knowledgebase content, or training materials
Experience working directly with customers in high-pressure support environments
Demonstrated ability to identify process improvements and advocate for operational changes across internal teams
Experience conducting structured products or regression testing
Ability to translate customer issues into actionable feedback for engineering and business operations teams

Responsibilities

Provide technical support to customers and end users for Wave Relay products, including phone, email, and ticket-based support
Serve as a reliable backup and partner within the Technical Support function to ensure continuity of support coverage
Troubleshoot networking, hardware, software, and product configuration issues, and drive issues through resolution or escalation
Conduct testing and validation on new and existing products, features, and software builds
Build, maintain, and improve product documentation, troubleshooting guides, and support knowledgebase content
Monitor and manage ticket queues, document issues thoroughly, and ensure timely follow-up with customers and internal stakeholders
Identify recurring issues, support trends, and workflow gaps, and recommend improvements to support platforms, processes, and escalation paths
Partner cross-functionally with Engineering, IT, Operations, Product Management, and other internal teams to improve support effectiveness and customer outcomes
Communicate technical concepts clearly to both technical and non-technical audiences
Contribute to support readiness by improving internal documentation, repeatable processes, and coverage planning