Technical Support Team Lead

Ale Solutions•Brentwood, TN

6d•Hybrid

About The Position

Corpay is currently looking to hire a Technical Support Team Lead to join our team. This position falls under our Corpay Payables line of business and is located in Brentwood, TN. In this role, we are seeking a technically advanced, customer-focused leader who will provide hands-on support to our Corporate Payments division while guiding and supporting a team of Technical Support Specialists. This position s primary focus is leading complex technical support efforts related to payment files, APIs, and financial reporting, while ensuring consistent service quality, documentation standards, and SLA adherence. The Team Lead will act as a senior escalation point, support key customer relationships, and collaborate closely with cross-functional teams to drive efficient resolution and continuous improvement.

Requirements

4+ years of overall Technical Support experience, including exposure to complex, client-facing technical environments.
Strong understanding of technical systems including web services, APIs, webhooks, and data file mapping.
Experience acting as a technical lead, escalation point, or mentor within a support organization.
Advanced computer skills, including intermediate to advanced experience with Microsoft s suite of products.
Experience with Salesforce and ServiceNow ticketing systems.
Excellent communication, customer engagement, and documentation skills.
Strong ability to balance technical execution with coaching and leadership responsibilities.
Proven ability to independently manage complex technical issues while supporting others.
Comfortable working in a fast-paced, high-impact, client-facing environment.
Strong analytical thinking, prioritization, and problem-solving skills.

Nice To Haves

Familiarity with AWS and Sterling File Gateway is a plus.

Responsibilities

Serving as a senior technical escalation point for complex issues involving payment files, APIs, web services, and financial reporting.
Providing hands-on technical support to internal and external customers via phone, email, and remote support tools.
Leading and supporting Specialists in troubleshooting, resolution approach, and customer communication.
Providing elevated care and oversight for key and high-impact customers.
Assisting with prioritization of work to ensure SLA targets are met consistently.
Guiding product integration efforts, testing assistance, and customer training activities.
Partnering with cross-functional teams to plan, manage, and execute special projects and client initiatives.
Providing recommendations for preventive maintenance, configuration improvements, and software updates to improve performance and customer satisfaction.
Ensuring accurate and thorough documentation of client interactions, investigations, and resolutions within Salesforce.
Supporting creation and maintenance of internal and external documentation, including training materials and reporting guidance.
Handling and coordinate escalations from internal departments, monitor connectivity and real-time customer needs, and support after-hours or on-call coverage as required.
Escalating systemic or Tier 3 issues appropriately and follow through to resolution.
Identifying recurring issues, trends, and opportunities for process improvement.

Benefits

Medical, Dental & Vision benefits available the 1st month after hire
Automatic enrollment into our 401k plan (subject to eligibility requirements)
Virtual fitness classes offered company-wide
Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
Philanthropic support with both local and national organizations
Fun culture with company-wide contests and prizes

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