Technical Support Lead

Job Specification: US Support Lead

Company: VisibleThread

Location: Remote (United States)

Position: Full-Time

About VisibleThread

VisibleThread is an RFP intelligence platform that works with highly regulated environments. We support customers with the full lifecycle of RFP management from Sales through to Contract awards. Our software is trusted by leading organizations worldwide, including a strong base in the government contracting and commercial space. We work with customers like Lockheed Martin, Boeing and lots more. We're a growing, dynamic team passionate about solving real-world problems with smart technology.

The Role

We're looking for an experienced and motivated US Support Lead to join our global Technical Support team. You'll be a cornerstone of our US operations, providing top-tier technical support to our valued customers. This role is perfect for a tech-savvy problem solver who thrives on owning issues from start to finish. You'll not only resolve customer challenges but also manage deployments and play a key role in upholding our robust security posture.

You'll be the go-to technical expert for our US customers, ensuring they have a seamless experience with our platform.

Key Responsibilities

• Customer Support: Serve as the primary technical contact for our US customers, expertly managing and resolving Tier 1 and Tier 2 support issues via our helpdesk, email, and virtual meetings.
• Deployment Management: Lead customer deployments, including new installations, upgrades, and configurations for both on-premise and private cloud and Gov cloud instances of VisibleThread.
• Problem Ownership: Champion customer issues from the initial report through to final resolution. You'll investigate, troubleshoot, and collaborate with our global engineering team to ensure every ticket is closed successfully.
• Security Posture: Act as a key support resource for our security program. This includes assisting with customer security questionnaires, participating in audits, and ensuring compliance with our security standards.
• Knowledge Sharing: Develop and maintain high-quality support documentation, knowledge base articles, and internal training materials to empower both customers and colleagues.

What We're Looking For

• Experience:3-5 years of deep technical support experience in a B2B SaaS environment. You know how to navigate the complexities of supporting sophisticated software products.
• Technical Acumen: Strong troubleshooting skills and a solid understanding of web applications, networking concepts, and databases. Experience working with Linux and AWS.
• Initiative: You're a natural self-starter. You don't wait to be told what to do; you identify needs, take initiative, and own tasks through to completion.
• Communication: Excellent verbal and written communication skills. You can explain complex technical concepts to non-technical users with ease and patience.
• Citizenship: Must be a US Citizen residing in the United States.

Bonus Points For

• Experience working in a regulated environment such as SOC 2, FedRAMP, or GovCloud.
• A keen interest or direct experience in using AI tools within a controlled environment to drive efficiency, improve response times, and pioneer automation in support processes.
• Previous experience developing Standard Operating Procedures for dealing with different types of customer issues.
• Previous experience with help desk software like Zendesk or Jira Service Management.

Why Join VisibleThread?

• Impact: Play a critical role in the success of our customers and the growth of our US presence.
• Culture: Join a collaborative, flexible, supportive, and innovative team that values your contributions.
• Growth: We're a growing company, which means plenty of opportunities for professional development.
• Flexibility: Enjoy the benefits and flexibility of a fully remote role.

If you're ready to take ownership and make a real impact on a growing team, we'd love to hear from you!