Technical Support Team Lead

hackajob is collaborating with Scale Computing to connect them with exceptional tech professionals for this role.

Technical Support Team Lead

The Technical Support Team Lead is a key technical and resource administrator in our Support organization. We believe in best-ever experiences from the inside out — so this means we’re looking for an approachable, friendly candidate who will love their co-workers as much as we love them.

A successful Technical Support Team Lead will be an advanced technical support engineer, organized team player, and collaboration builder. They will continuously show dedication to go above and beyond for our internal and external customers and have Scale’s best interests in mind.

This position will work directly with Support Engineers at all levels, focusing on overall team health via impactful metrics, processes, training, and cross-functional projects. As needed, the Lead will collaborate with Support Management to identify technical needs, resources, fixes, and training opportunities. This is a player/coach role — uniquely designed to support our evolving customer and team needs. It requires both working in the business and on the business, including case work.

Great Candidates Will

• Enjoy troubleshooting and problem-solving analytically
• Be a team player who thrives in remote collaboration
• Communicate efficiently with customers and colleagues via video, email, and in-person
• Be a motivated self-starter who excels at prioritization and follow-through
• Be adaptable and creative in the face of evolving business needs
  
  

Case Management Responsibilities

• Manage email, chat, and phone queues (assigning unclaimed cases)
• Oversee Sales escalations and survey responses
• Review daily Service case assignments
• Consult on complex Support & Services issues
• Actively work on cases to stay sharp and up-to-date
• Review bumpers/calendar blocks for alignment with PTO/OTO
• Monitor case volume per Engineer and reassign as needed
• Assist with monthly case audits
• Support post-mortem reviews and audits with CSCs
• Identify and implement case management improvements
  
  

Team Lead Responsibilities

• Serve as go-to resource on policies and procedures
• Monitor Support Slack channels and assist where needed
• Build and maintain on-call schedules
• Maintain deep product knowledge across Scale’s portfolio
• Foster strong working relationships across the organization
• Monitor and report on key case metrics (SLA violations, volume trends, referrals, etc.)
• Oversee PTO adherence (planned/unplanned)
• Escalate unresolved personnel issues
• Identify and address training needs
• Assign and review RCAs
• Support interviews and candidate screening
• Contribute to policy development when needed
  
  

Reporting Structure

• Manages direct reports (Tier 1, Tier 2, and Tier 3 Support Engineers)
• Reports to Support Management
• Bi-weekly calls with a Support Director
• Career growth, Scale-fit, and job satisfaction check-ins handled monthly in collaboration with Support Management
  
  

Requirements & Preferred Experience

• 2 years in a team of 10 Technical Support Engineers
• Strong written and verbal communication skills
• Excellent time management and prioritization
• High attention to detail and steady composure under pressure
• Motivated and motivational leadership style
• Familiarity with Scale Computing products
• Knowledge of hyperconverged infrastructure, edge computing, and emerging tech
  
  

Compensation & Benefits

• Competitive salary (based on experience)
• Stock options
• Health plan (Medical, Dental, Vision, STD, LTD, Life Insurance)
• PTO & paid company holidays
• 401(k) plan with matching
  
  

Location: Full-time, permanent. Remote or based at our Indianapolis HQ.

Not sure if you meet 100% of the qualifications? Apply anyway! We know there’s no such thing as the “perfect” candidate. However you identify and whatever background you bring, we encourage you to apply if this role excites you. Send your resume with the job title in the subject line to careers@scalecomputing.com.

About Scale Computing

Scale Computing is a global company with offices around the world, thousands of customers, and countless applications running on our industry-leading HC3 platform.

We believe transparency and collaboration foster ownership, success, and empowerment. Our core values are: Integrity, Innovation, Collaboration, Success, and Fun.

We are an “all killer, no filler” team and are always looking for smart, motivated, and fun people to join us.

Scale Computing, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.