Technical Support Lead/Manager (100% Remote)

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logistics infrastructure for local commerce, they’re fulfilling their mission to grow and empower local economies.

We are seeking a Technical Support Lead on a contract basis to help support our Customer's business needs. This role is 100% remote.

Responsibilities:

• Serve as the escalation point for complex technical issues requiring system-level or networking expertise, handling frontline merchant support directly
• Lead by example on tickets and live interactions, setting high standards for quality, speed, and ownership
• Mentor and coach support agents to build confidence and capability in resolving issues independently
• Contribute to the growth of the support organization by improving training programs, knowledge resources, and performance standards
• Support expansion of service scope, including phone, video, and extended hours, while maintaining white-glove quality
• Collaborate cross-functionally to refine processes and drive scalable support solutions for thousands of restaurants

Skills and Qualifications:

• 5+ years of experience in technical support, IT, networking, or related operations with proven ability to diagnose and resolve complex live issues
• 2+ years of leadership or team management experience, including mentoring and building scalable processes
• Experience with POS systems, networking (LAN/WAN troubleshooting, router/switch configuration), or distributed hardware is a plus
• Strong problem-solving skills with the ability to dive deep into technical detail and design scalable systems
• Excellent communication skills with experience supporting merchants, clients, or customers in high-stakes situations
• Ability to thrive in fast-paced, changing environments and contribute to building systems from the ground up

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.