Talantix.io
Owner.com•11.02.26
AI SCORE 8.5

Tier II Technical Support Team Lead - Remote Opportunity

$35K/year
RemoteSoftware DevelopmentRelocation
Technical Troubleshooting•Customer Support•SaaS•Salesforce•Jira•APIs•Integration

About the Role

We are seeking a strategic and technically adept Tier II Technical Support Team Lead to join our remote team. This role is perfect for someone who enjoys solving complex problems, developing others, and driving operational excellence. As a Tier II Technical Support Team Lead, you will guide a high-impact team responsible for resolving advanced technical issues and supporting integrations.

What You'll Do

  • Coach Tier II specialists to become confident troubleshooters capable of handling complex customer and system issues.
  • Improve quality across the entire Support organization through QA calibration and training partnerships.
  • Refine workflows and monitor team metrics to help Tier II meet and exceed goals around SLA adherence.
  • Build the systems, documentation, and training required for Tier II to grow into a fully mature technical support function.
  • Collaborate with Product Managers and Engineering Leads to address recurring technical issues.

Requirements

  • 3–6 years of customer support or technical support experience, ideally in SaaS.
  • 1–3 years of experience in a leadership role within a technical support function.
  • Strong technical troubleshooting skills, comfortable with APIs and integrations.
  • Proven ability to elevate team performance through coaching and feedback.
  • Familiarity with support tools such as Salesforce and Jira.
  • Fluency in English; Spanish is a plus.

Nice to Have

  • Experience in restaurant, hospitality, or marketplace support.

What We Offer

  • Competitive salary of approximately $35,000 USD annually.
  • Comprehensive health coverage and unlimited PTO.
  • Remote work flexibility with the option to work from anywhere.
  • Fun perks and a supportive work environment.
Language Requirements
EnglishC1
Spanish(optional)B2
BasicIntermediateAdvancedNative
Why This Job8.5 of 10

This role offers a unique opportunity to lead a Tier II support team in a fully remote environment. With a competitive salary and focus on professional development, you'll be well-positioned for career growth.

Salary Range
Required
0/1
Optional
0/1
Bonus
0/1

Who Will Succeed Here

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Proficient in technical troubleshooting with hands-on experience in Salesforce and Jira, capable of resolving complex issues related to SaaS integrations and APIs efficiently.

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Strong leadership skills with a focus on mentoring and developing team members in a remote work environment, demonstrating empathy and effective communication to foster a collaborative culture.

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Analytical mindset with a proactive approach to identifying root causes of technical problems, utilizing data-driven decision-making to implement process improvements and operational excellence.

Learning Resources

→Technical Support Fundamentalscourse
→Introduction to APIscourse
→Salesforce Administrator Guideguide

Career Path

Tier II Technical Support Team Lead(Now)→Technical Support Manager(1-2 years)→Director of Customer Support(3-5 years)

Market Overview

Market Size 2024
$50B
Annual Growth
10.5%
AI Adoption in Support
45%
Investment in SaaS Solutions
+25%
Labour Demand for Support Roles
+15%
Avg Salary for Tier II Support Lead
$75K

Skills & Requirements

Required
Technical TroubleshootingCustomer SupportSaaS
Growing in Demand
Cloud ComputingData AnalysisCustomer Relationship Management (CRM)
Declining
Traditional Helpdesk SoftwareBasic Technical Support

Domain Trends

Rise of AI-Driven Support
45% of companies are integrating AI tools to enhance troubleshooting and customer support efficiency.
Shift to Remote Support Models
60% of organizations are adopting remote support solutions, leading to a 15% increase in demand for remote technical support roles.
Integration of SaaS Platforms
Companies investing in SaaS solutions increased by 25%, indicating a growing need for expertise in SaaS troubleshooting and integration.

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