Technical Support Lead

Job Title: Technical Support Lead Location: Remote – Latin America Preferred (Colombia Preferred) Type of Contract: Contractor or EOR Salary Range: Contractor: $1,700 – $2,300 USD/month EOR: $1,700 – $2,000 USD/month Language Requirements: Fluent English (written and spoken) Role Overview We are seeking a Technical Support Lead with strong experience in SaaS environments and API troubleshooting to lead and elevate our support operations. In this role, you will own complex technical escalations, guide support best practices, and mentor team members, while continuing to deliver high-quality customer support. Your impact will be critical in improving customer satisfaction, retention, and operational efficiency. Key Responsibilities Act as the primary escalation point for complex technical and API-related issues Troubleshoot advanced technical problems via email, chat, and video calls Lead investigations into API integrations, system errors, and edge-case scenarios Oversee and support billing-related inquiries, including identifying discrepancies and root causes Provide guidance and mentorship to junior support representatives Help define and improve support processes, SOPs, and documentation Collaborate cross-functionally with Customer Success, Product, and Engineering teams Monitor support metrics (SLAs, response times, resolution quality) and drive improvements Ensure accurate and structured documentation using tools like Zendesk or Intercom Identify recurring issues and proactively recommend product or process improvements Must-Have Qualifications 4+ years of experience in technical support, customer support, or similar roles (SaaS environment preferred) Strong experience troubleshooting API integrations (REST APIs, webhooks, etc.) Proven ability to handle escalations and complex technical issues independently Excellent English communication skills (written and verbal) Strong analytical thinking and advanced problem-solving skills Experience supporting customers via email, chat, and live calls Hands-on experience with tools such as Excel and ticketing systems like Zendesk or Intercom Strong organizational skills with the ability to prioritize high-impact issues Experience documenting processes and maintaining knowledge bases or SOPs Reliable high-speed internet and ability to work remotely Preferred Qualifications Previous experience in a Technical Support Lead, Senior Support, or Escalation Specialist role Experience working in U.S. time zones (ET–PT) Strong understanding of API architecture and debugging tools (Postman, logs, etc.) Experience working closely with engineering or product teams Familiarity with commercial construction or construction accounting concepts Experience analyzing support data and driving performance improvements What Success Looks Like Reduction in escalation resolution time Improved customer satisfaction (CSAT) and retention Stronger team performance and support quality standards Clear and scalable support processes and documentation