Technical Support Lead, Platform Innovations (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 our 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:

• Handle frontline merchant support directly and act as the escalation point for complex technical issues requiring networking or system-level expertise
• Lead by example on tickets and live interactions, setting standards for quality, speed, and ownership
• Mentor and coach support agents to strengthen their technical troubleshooting skills and confidence in resolving issues independently
• Manage day-to-day merchant escalations and ensure timely, high-quality resolution
• Improve training programs, internal knowledge resources, and operational performance standards
• Support expansion of the support function, including phone support, video support, and extended service hours
• Contribute to developing scalable processes and systems that support the growing restaurant platform
• Maintain industry-leading service levels while supporting thousands of merchants

Skills and Qualifications:

• 5+ years of experience in technical support, IT, networking, or related operations with a strong track record of diagnosing and resolving complex technical issues
• 2+ years of leadership or team management experience, including coaching, performance support, and process development
• Direct frontline support experience working with merchants, customers, or clients in real-time, high-stakes environments
• Strong structured problem-solving skills with the ability to dive deep into technical details and design scalable solutions
• Excellent communication skills and experience handling customer-facing escalations
• Experience with POS systems and related technologies
• Experience with networking concepts such as LAN/WAN troubleshooting, router or switch configuration, or distributed hardware environments
• Ability to work effectively in dynamic, fast-changing environments and contribute to building support programs 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.