Technical Support Lead

The Technical Support Lead is responsible for providing remote support to customers that use boat instruments. This includes troubleshooting of motors, circuit boards, and software configuration.

Schedule

This is a fully remote role working Wednesday through Sunday, with Monday and Tuesday off. We are hiring for two shifts:

• Early shift: 2:00 AM to 10:00 AM Eastern
• Day shift: 10:00 AM to 6:00 PM Eastern

Major Areas of Responsibility

Customer Support

• Respond to customer issues with a calm, solutions-focused approach
• Answer support calls and video calls to troubleshoot issues (hardware, software, or app-related issues)
• Own problem-solving: no issue is too big, no detail is too small
• Deliver a high-quality service experience for every customer, reinforcing our value

Helpdesk Software Management

• Own the ticket queue in our support portal
• Maintain knowledgebase articles based on lessons learned from recurring tickets
• Create and update snippets and templates to cut down on time spent on common issues

Required Knowledge, Skills, and Abilities

• 5+ years of experience with equipment maintenance, repair, or diagnostics
• 3+ years of experience with power tools including table saw, miter saw, drill press, and cutting wheels
• 3+ years of experience with basic electronics including wiring, crimping, and soldering
• Strong skills with technology software, such as Microsoft Office and Asana
• Proficient in using service tracking tools, software platforms, and documentation systems
• Excellent communication skills — both technical and customer-facing
• Ability to juggle multiple priorities while keeping systems organized
• Strong problem-solving skills, especially in real-time or high-pressure situations
• Ability to self-manage and anticipate mission requirements without direct oversight
• Curious mindset with a relentless pursuit of excellence and commitment to continuous improvement, both personally and professionally
• Familiarity with sailboat racing or experience supporting sailing events (preferred)

Benefits:

• Competitive salary and performance-based incentives.
• Complete PC package
• Comprehensive benefits package, including health and life insurance.
• Flexible work environment with the option to work remotely.
• Opportunities for professional growth and development.
• Collaborative and supportive team culture