Technology Support Lead
About The Position
Voice Systems Engineering (VSE) is a dynamic organization driven by innovation and a shared passion for positively impacting people's lives. Specializing in advisor-based technology platforms, we operate across various service sectors, including psychic guidance and wellness, with our flagship brand, Psychic Source, leading the way. Our vision at VSE centers on the belief that when talented individuals unite, possibilities become limitless. Rooted in a remote-first environment, we've cultivated a culture that embraces diversity, equity, work-life balance, and a true sense of belonging. We are seeking a Technology Support Lead with a minimum of 3 years' experience to own the day-to-day resolution of technical issues surfaced through help desk tickets from both sides of our marketplace — customers and the advisors who serve them. This is a hands-on role for someone who wants to be deep in the technical weeds: reading through tickets and logs to improve user experience, tracing any root cause, and driving the update through the right internal team. You'll need a genuinely deep understanding of how our product works end-to-end, since tickets can originate from any part of the platform and from any user type. You'll work cross-functionally with engineering, QA, and product teams to drive issues to resolution, and use ticket data to spot trends and advocate for the fixes that matter most. If you enjoy rolling up your sleeves, digging into root causes, and being the person who keeps things running (rather than managing a team), this role is built for you.
Requirements
- Experience triaging and resolving help desk tickets from diverse user groups (all users from a two-sided marketplace), determining root cause rather than just symptoms.
- Experience identifying patterns and investigating issues across products to catch problems early, and escalate to QA/DEV/PROD teams until resolution, ensuring a reliable experience for all users from a two-sided marketplace.
- Deep, demonstrated understanding of how a product or platform works technically, sufficient to diagnose issues without heavy reliance on other teams.
- Experience leading root cause analysis on service disruptions, coordinating directly with engineering, QA, and product teams
- Strong incident management skills, with the ability to lead cross-functional resolution efforts.
- Project management skills; ability to organize cross-functional working sessions and track issues to closure.
- Prior experience in technical support, IT operations, or support operations.
- Strong analytical skills; comfortable using ticket/support data to identify trends and justify engineering priorities.
- Excellent communication skills, with the ability to translate technical issues for both engineering and non-technical stakeholders.
Responsibilities
- Serve as the escalation point for helpdesk tickets from customers, advisors, and other outside user groups, diagnosing root cause using logs, tools, and platform knowledge.
- Distinguish true product/system issues from user error or isolated incidents by applying deep product expertise.
- Triage and route confirmed issues to the appropriate internal team, monitoring them through to resolution.
- Lead or assist RCA on major disruptions affecting customers or advisors, regardless of which product area they touch.
- Monitor product release/change activity to correlate deployments with emerging ticket trends, treating clustered issues as possible regressions.
- Act as an informal QA layer across customer- and advisor-facing tools.
- Maintain deep, current working knowledge of core platform functionality.
- Build and maintain troubleshooting documentation for internal teams, based on recurring ticket patterns.
- Provide white-glove support for VIP users.
- Partner with internal departments to advocate for fixes to systemic or recurring issues surfaced through tickets.
- Build and maintain SOPs and escalation procedures for ticket handling.
- Use ticketing data to identify trends and help prioritize engineering investment.
- Ownership and management of the IT ticketing system.
- Routine helpdesk support tasks such as employee onboarding/offboarding, user account management, hardware troubleshooting, software licensing management, SaaS provisioning & administration, equipment purchasing & shipping, etc.
Benefits
- unlimited vacation policy
- flexible work schedule
- medical insurance
- dental insurance
- vision insurance
- life insurance
- wellness wallet (reimbursement for gym memberships, workout equipment, mindfulness apps, healthy food boxes, ergonomic workspace tools, etc.)
- tuition reimbursement program
- opportunities to continue learning
- 401k match
- access to expert financial advice
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
