Technical Support Team Lead

Workiz•Austin, TX

5d•$90,000 - $115,000•Hybrid

About The Position

Workiz is the leading SaaS platform for field service teams, trusted by over 120,000 pros. We help real, hard working people run and grow their businesses, with an end-to-end solution that enables them to schedule jobs, dispatch, invoice, track performance, get paid in the field, plus so much more - all in one place! We’re on a mission to revolutionize our industry by “automating everything but holding the wrench”, providing our users with smart, AI-powered tools that will replace time consuming tasks, generate more revenue, and provide peace of mind, freeing our users to focus on building their small business into an empire. We’re looking for a highly skilled Technical Support Team Lead to guide and elevate our highest level of support. In this role, you will lead a team of Technical Support Representatives, ensuring high performance, strong technical execution, and consistent customer outcomes. You will oversee and drive execution across four critical support domains: Development Escalations Billing / Fintech Support Phone Porting Import / API Support You’ll be accountable for the overall performance and outcomes of these areas ensuring escalations are handled with urgency and clarity, complex issues are resolved efficiently, and cross-functional collaboration runs smoothly. You’ll also lead by example as a senior technical contributor, mentoring engineers and partnering closely with Product, Engineering, and Operations teams to continuously improve support quality and customer experience. If you’re a strong technical problem solver who can also lead people, processes, and outcomes, this is the role for you. This is a hybrid role requiring in-office collaboration on Tuesdays, Wednesdays, and Thursdays, with the flexibility for remote work on Mondays and Fridays.

Requirements

Strong understanding of SaaS applications and troubleshooting methodologies.
3+ years of experience providing advanced technical application support in a software environment, with a proven track record of resolving complex customer issues.
1+ years of people leadership experience, including mentoring, coaching, and accountability (formal management experience is a plus).
Exceptional problem-solving and critical thinking abilities, with the ability to diagnose and implement effective solutions for intricate technical challenges.
Excellent verbal and written communication skills, with the ability to convey technical information clearly, professionally, and empathetically to diverse audiences.
Demonstrated ability to collaborate cross-functionally and manage priorities in a fast-paced, dynamic setting.
Strong analytical and process-oriented mindset, with the ability to improve workflows and drive operational consistency.
Proven reliability and ownership—meeting performance standards and following through with accuracy and timeliness.
Familiarity and practical experience (2-3+ years) utilizing collaboration and issue-tracking tools such as Jira, Slack, Google Suite, and knowledge management platforms (e.g., Confluence).
Hands-on experience (1-2+ years) with API integration and configuration, including proficiency in JSON, HTML, XML, and database knowledge (e.g., MySQL).

Nice To Haves

Relevant technical support certifications or equivalent industry training.
Experience supporting mobile applications and troubleshooting related issues.
Experience supporting payments/fintech workflows, phone porting operations, or onboarding/import processes at scale.
Experience driving operational improvements across a support organization (workflows, QA processes, internal tooling, knowledge base).

Responsibilities

Team Leadership & Management Lead and support a team of Technical Support Representatives, including coaching, feedback, and performance management.
Own team workflows and execution standards, ensuring consistent case handling, documentation quality, and customer experience.
Conduct regular 1:1s, team huddles, and performance check-ins to support engagement, clarity, and development.
Support hiring, onboarding, and training initiatives to build a strong and scalable Tier 3 team.
Serve as the final internal escalation point for Tier 3 issues, ensuring speed, accuracy, and clear communication.
Oversight & Domain Ownership Own the day-to-day oversight of Tier 3 Support operations across development escalations, Billing/Fintech support, Phone Porting, and Import/API support.
Ensure consistent, high-quality handling of escalations and complex technical/customer issues across your domains.
Set expectations and drive performance across the team—prioritization, workload distribution, SLAs, and escalation standards.
Identify trends and recurring pain points, then implement improvements to reduce ticket volume and improve resolution time.
Technical & Cross-Functional Execution Act as a subject matter expert for advanced technical issues across the Workiz platform, including frontend/backend troubleshooting and API-related incidents.
Lead coordination with Engineering and Product on bugs, system incidents, and customer-impacting issues ensuring correct prioritization, documentation, and follow-through.
Partner with internal stakeholders (Finance/Payments, Porting providers, Implementation/Onboarding, etc.) to improve workflows and reduce recurring issues.
Create and maintain Tier 3 playbooks, escalation paths, and knowledge base documentation to enable scale and consistency.

Benefits

Market-level compensation based on experience $90,000-$115,000 On-Target Earnings.
Workiz provides a comprehensive benefits package, featuring employee stock options, up to 100% employer-paid Medical, Dental, and Vision coverage options for employees plus generous dependent coverage, and a 4% match on 401k contributions.
Sick Leave: 5 days per year
Vacation Leave: 14 days per year (that grows with tenure!) plus 2 Floating Holidays to use each year

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