Technical Support Team Lead

Nomis Solutions

1d•$80,000 - $100,000•Remote

About The Position

Nomis Solutions is seeking an exceptional Technical Support Team Lead to build and guide a high-performing support team that delivers exceptional service to our enterprise customers. You are a natural coach and mentor with deep technical expertise who can seamlessly move between hands-on troubleshooting, team development, and strategic process improvement. You're passionate about solving complex technical problems, driven by the impact your team has on customer success, and eager to establish yourself as a trusted advisor to both your customers and your team. This is a high-impact role with the opportunity to shape both the technical direction of our support function and the professional growth of your team members. Leadership opportunity. Strategic impact. Technical depth. You're looking for more than just a management role—you're looking to build something meaningful. In this position, you'll lead support operations while working directly with some of the largest financial institutions in North America. You'll join a fast-growing, nimble company with vision and depth, where your expertise in technical support, team development, and customer relationships positions you as a critical link between customers and product evolution. Your voice will help shape product improvements, your leadership will drive team excellence, and your technical acumen will elevate both customer satisfaction and support operations. Chance to make your mark. This is a unique opportunity to build and lead a support function that directly impacts how enterprise customers experience our platform. You'll work alongside executive leadership, influence the direction of our product roadmap through customer insights, and establish yourself as a recognized expert in technical support excellence. Your ability to balance strategic thinking with hands-on problem-solving will be recognized and rewarded. Win as a team. You won't go it alone. You'll lead a talented support team while collaborating across product, engineering, and customer success. This is a highly collaborative environment that challenges the status quo, shares insights freely, and leverages cutting-edge technology to transform how financial institutions do business.

Requirements

6+ years of experience in a customer support organization handling L1, L2, or L3 issues for a B2B SaaS application
Experience in a management or leadership role within a customer support team, with proven ability to coach, develop, and motivate team members
Experience building and scaling support processes and documentation from the ground up or through significant transformation
A customer-focused mindset motivated to solve complex problems for enterprise customers with application customizations and advanced configurations
Strong analytical and problem-solving skills with the ability to multi-task, understand shifting priorities, and demonstrate ownership in ambiguous situations
Comfort with change and willingness to lead change management through the organization, modeling adaptability for your team
Technical knowledge and practical experience with core development technologies including Java, JavaScript, MySQL, NoSQL, and Python
Familiarity with architecture structures and cloud applications including AWS, AWS S3, AWS CloudWatch, Sumologic, Snowflake
ITIL or similar service management framework knowledge applied to real-world support operations
Excellent and responsive communication skills with experience managing and developing remote teams
Thrives in a collaborative, cross-functional environment, working effectively with Product, Engineering, and Customer Success teams
Proactively seeks feedback and opportunities for continuous improvement, modeling a growth mindset for the team

Nice To Haves

Understanding of banking/financial institutions and their products (loans, deposits, auto finance, business banking) and pricing
Experience with Zendesk administration and optimization
Track record of implementing automation or AI-driven support improvements

Responsibilities

Lead with Strategic and Technical Expertise
Serve as the technical expert and trusted advisor, guiding your team and the broader organization in support best practices, enterprise software troubleshooting, and customer service excellence
Drive the innovation and development of new support processes, automation strategies, and knowledge management systems that ensure Nomis remains at the cutting edge of technical support
Coach and develop your team, fostering their technical growth and ensuring they deliver high-quality, empathetic support that meets both customer needs and SLA commitments
Champion continuous learning within your team, creating opportunities for skill development and staying current with product updates and industry trends
Build and maintain the support knowledge base, transforming complex technical issues into clear, actionable documentation
Own Support Operations and Team Performance
Oversee and actively participate in queue management, ticket assignment, and escalation coordination, ensuring the team responds with both technical accuracy and customer empathy
Set clear objectives and provide hands-on leadership to ensure your team delivers timely, effective solutions while maintaining strong customer relationships
Balance strategic oversight with tactical execution—knowing when to zoom out for process improvements and when to dive into critical customer issues alongside your team
Establish and maintain weekly reporting on customer issue trends, team performance metrics, and improvement recommendations for senior leadership
Manage weekly team meetings, shift schedules, and resource allocation to ensure optimal coverage and team effectiveness
Operate as the Zendesk administrator, implementing automation, macros, and workflows that reduce manual effort and improve efficiency
Drive Customer Success Through Technical Excellence
Take ownership and accountability for customer satisfaction, directly contributing to resolution quality and speed
Participate actively in critical customer meetings, representing Nomis in discussions about technical issues, status updates, and resolution plans with customer technical teams
Translate complex technical challenges into clear business language that resonates with both technical and executive stakeholders
Work collaboratively with Product and Engineering teams to prioritize customer issues, lead post-mortem reviews for major incidents, and advocate for product improvements based on support trends
Monitor telemetry and customer health scorecard metrics, producing monthly reports that identify symptomatic or repeat issues and recommend proactive actions
Manage customer upgrades including communication, scheduling, and deployment coordination around release cycles
Ensure Technical Quality and Process Excellence
Lead advanced troubleshooting for complex software issues including configuration, customization, performance, integration, and usability challenges
Apply SQL expertise to write queries for diagnostics and mentor team members in advanced database querying
Analyze API logs using monitoring tools to diagnose issues in API performance, error responses, and traffic patterns
Review and approve high-impact customer communications, ensuring technical accuracy and appropriate tone
Monitor ticket closures to verify proper documentation, resolution steps, and knowledge capture
Develop, maintain, and continuously improve Standard Operating Procedures to ensure consistent, efficient, and customer-first processes
Contribute to InfoSec and compliance inquiries from customers with professionalism and thoroughness
Be Proactive and Drive Innovation
Identify skill gaps within the team and create targeted training plans based on ticket trends and emerging technologies
Analyze data and patterns to determine long-term efficiencies and advocate for product roadmap improvements
Lead adoption of AI tools and automation to reduce manual work and improve team productivity
Demonstrate resilience and adaptability when priorities shift, maintaining team morale and modeling positive problem-solving
Stay current and maintain deep understanding of Nomis products, becoming a subject matter expert who can mentor others