Technical Support Team Lead

IRIS

1d • $0 - $80,000

About The Position

IRIS Software Group is seeking a hands-on Team Lead to guide the Swipeclock Technical and Scripting Support Team. The role combines day-to-day team leadership with advanced technical support, custom scripting, customer advocacy, and cross-functional problem solving. The Team Lead will be the first point of contact for escalations while remaining actively involved in assessing customer needs, troubleshooting software, hardware, and third-party integrations, and developing custom solutions using Swipeclock's proprietary scripting language. The position also coordinates bug triage, strengthens case quality, and helps clients and partners use applications effectively.

The successful candidate will lead and coach analysts, coordinate workloads and priorities, support customers and channel partners, scope and deliver scripting requests, manage and document support cases, represent Support in bug triage and cross-functional reviews, and use Salesforce reporting to improve operational visibility and performance. The role participates in a holiday and weekend on-call rotation.

Requirements

• Experience supporting customers in a technical support, SaaS, Time & Attendance, Payroll, HRIS, or related software environment.
• Previous experience providing team leadership, mentoring, senior-level case support, or comparable operational guidance within a technical support organization.
• At least 2 years of customer service or technical support experience.
• Working knowledge of Salesforce CRM or Salesforce Service Cloud, including case management and documentation.
• Strong analytical, troubleshooting, written communication, and verbal communication skills.
• Ability to interact with partners, clients, and internal teams in a clear, professional, and productive manner.
• Ability to manage competing priorities and remain hands-on in a fast-paced, customer-focused environment.
• Completion of two years of college-level coursework in computer science, information technology, or a related field, or an equivalent combination of education and experience.

Nice To Haves

• Experience supporting Swipeclock, including WorkforceHub, TimeWorksPlus, ApplicantStack, or TimeSimplicity, or similar Workforce Management platforms.
• At least 1 year of programming or scripting experience, with the ability to read, write, test, and troubleshoot code.
• Knowledge of timekeeping, scheduling, labor tracking, attendance management, leave and accrual tracking, and payroll integrations.
• Experience with custom scripting, APIs, automation, and third-party application integrations.
• Familiarity with C# or comparable programming concepts, along with experience using a proprietary scripting language.
• Basic knowledge of networking concepts and clock hardware support.
• Experience with software defect management, bug triage, root-cause analysis, and release lifecycle processes.
• Experience creating Salesforce reports or dashboards and using operational data to improve support performance.
• Ability to translate customer business requirements into clearly scoped technical solutions.

Responsibilities

• Provide day-to-day leadership, workload coordination, and technical direction for the Technical and Scripting Support Team.
• Coach and mentor analysts through regular feedback, case reviews, knowledge sharing, and hands-on problem solving.
• Foster accountability, collaboration, continuous learning, and a strong customer focus.
• Balance queue priorities, monitor service levels, improve workflows, and align the team with company SLA metrics.
• Support channel partners and clients through Salesforce Service Cloud by assessing needs, scoping requests, and guiding effective use of Swipeclock applications.
• Serve as the first point of contact for customer escalations and high-impact support situations.
• Communicate complex issues and resolutions by phone and email, including service issues, defects, enhancement requests, workarounds, and remediation plans.
• Make informed recommendations related to software, clock hardware, documentation, and solution design.
• Partner with Customer Success and Account teams to address customer risk and support retention.
• Lead scripting request intake, scoping, prioritization, testing, validation, delivery, and customer communication.
• Write and review custom scripts using Swipeclock's proprietary language to tailor solutions to customer needs.
• Apply programming and software-development concepts to analyze requirements, identify approaches, and collaborate with technical teams.
• Troubleshoot issues involving Swipeclock software, clock hardware, APIs, networking concepts, and third-party integrations.
• Help establish consistent scripting documentation, testing practices, and implementation standards.
• Analyze and resolve support cases in Salesforce Service Cloud and maintain complete, accurate case documentation in accordance with department workflows.
• Document reported problems, troubleshooting performed, root cause when known, solutions, and required follow-up.
• Perform advanced analysis and troubleshooting before escalating issues to Development.
• Contribute reusable content to the knowledge base, internal documentation, and analyst training materials.
• Participate in the holiday and weekend on-call rotation.
• Lead bug triage and represent Support in cross-functional reviews.
• Partner with Development to investigate, document, prioritize, and progress software defects.
• Collaborate with Product Management on enhancement requests, recurring issues, and customer-impact feedback.
• Work with Customer Success and Professional Services to coordinate ownership, status communication, and customer outcomes.
• Support root-cause analysis and use recurring issue patterns to improve product quality and support readiness.
• Use Salesforce CRM as the system of record for customer issues and support activity.
• Develop and maintain reports, dashboards, and operational metrics for queue health, escalations, service levels, backlog, case quality, and customer outcomes.
• Identify trends and present actionable observations to leadership and cross-functional partners.
• Promote consistent case-management, documentation, and workflow standards across the team.

Benefits

• Continuous learning and career development opportunities.
• A culture that celebrates diversity and empowers every individual.
• A Great Place to Work certified employer recognized for its commitment to well-being, inclusion, and development.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree