About the Role
As Technology Support Leader at our fast-paced SaaS company, you are responsible for guiding a team to provide effective technical support to users, ensuring smooth operations of IT systems, and improving the overall user experience. You will lead and manage a team of support technicians, troubleshoot issues, develop and implement support policies, and potentially manage budgets related to IT support. You will also manage support operations and implement scalable practices to enhance the overall support experience. This role requires a combination of technical acumen, leadership skills, and a strong customer-service mindset tailored to the needs of a cloud-first, SaaS-driven business environment.
Key Responsibilities:
- Communication: Exceptional communication skills are key to the success of this role. Communicating technical information to both technical and non-technical users, documenting solutions, and providing updates to stakeholders.
- Team Leadership and Management: Overseeing the day-to-day operations of the technical support team, assigning tasks, providing feedback, coaching, and mentoring team members. Further, this role will be leading the support team in supporting a cloud-based, SaaS based workforce across multiple time zones.
- Technical Expertise: Troubleshooting technical issues, diagnosing problems, and resolving issues related to hardware, software, and network systems.
- Ensure timely and high-quality resolution of support tickets, including incidents, client feature requests, and tasks and coordinating with other departments
- Will be Primary Escalation Contact for complex technical issues from clients
- Monitor Service Performance and adherence to SLAs and responsible for producing weekly/monthly analytics and trend reports.
- Champion a Proactive Support Model by identifying recurring issues and proposing long-term fixes or process improvements.
- Maintain, Update and Upkeep internal knowledge base documentation for SaaS tools, access workflows, and troubleshooting.
- Partner with DevOps teams on user provisioning, access control, and security compliance.
- Continuous Improvement: Evaluating and improving workflows, tools, and processes to enhance support effectiveness and efficiency.
- Performance Management: Tracking and analyzing metrics related to support performance, identifying areas for improvement, and implementing corrective actions.
- Training and Development: Staying up to date with the latest technology and best practices and providing training and development opportunities to team members.
Skill Required:
- Technical Skills: Strong understanding of IT systems, networking, hardware, software, and troubleshooting techniques.
- Leadership and Management Skills: Ability to motivate, guide, and develop a team, delegate tasks, and manage performance.
- Communication Skills: Ability to clearly and effectively communicate technical information to both technical and non-technical audiences.
- Problem-Solving Skills: Ability to quickly and accurately diagnose and resolve technical issues.
- Analytical Skills: Ability to analyze data and trends, identify areas for improvement, and develop solutions.
- Customer Service Skills: Ability to interact with users in a professional and courteous manner, ensuring their needs are met.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
- 3+ years of IT support experience in a SaaS or cloud-based environment, with 1+ years in a leadership role.
- Strong familiarity with enterprise SaaS platforms (e.g., Google Workspace, Microsoft 365, Zoom, Confluence).
- Experience with help desk/ticketing systems (e.g., Jira Service Management)
- Excellent organizational, communication, and interpersonal skills
Why work at HubSync?
- You are looking for more than just a “job”
- You hold yourself, and your team, accountable
- You love a challenge
- You don’t shy away from tough conversations
- You love being part of a brilliant and hard charging eam
- You don’t have a massive ego
- You just “get it done”; no excuses
- Your friends comment and admire how hard working you are
- You like to shake it up and try new things.
About HubSync:
HubSync is a fast-growing SaaS company revolutionizing how top accounting firms manage their client engagement processes. Our cloud-based platform streamlines workflows and automates complex tasks, empowering firms to deliver exceptional client experiences while increasing efficiency. As we continue to scale, we're looking for passionate team members who thrive in a fast-paced, collaborative environment.
