Technical Support Lead

Overview In this role you will lead the Technical Support function for Wave Relay, ensuring responsive, credible customer support and continuous coverage. You will mentor a growing team, streamline workflows, and strengthen documentation and knowledge resources. You’ll tackle networking, hardware, and software issues, coordinate cross-functionally, and drive improvements that boost support quality and scalability. This is a hands-on leadership role at the intersection of technology and customer success. Compensation / Benefitsmedical, dental, vision insurance401(k) with company matchpaid time offflexible spending accountstuition assistancefitness membership reimbursement ResponsibilitiesProvide technical support to customers and end users for Wave Relay products via phone, email, and ticketsBack up and partner within Technical Support to ensure continuity of coverageTroubleshoot networking, hardware, software, and product configuration issues and drive resolution or escalationTest and validate new/existing products, features, and software buildsCreate, maintain, and improve product documentation, troubleshooting guides, and knowledgebase contentMonitor and manage ticket queues, document issues, and ensure timely follow-upIdentify recurring issues and workflows gaps; recommend improvements to platforms and processesCollaborate with Engineering, IT, Operations, Product Management, and other teams to improve outcomesCommunicate complex technical concepts to technical and non-technical audiencesContribute to support readiness by improving internal documentation and repeatable processes Key requirements2+ years in technical support or a customer-facing technical roleStrong understanding of IP networking, network configuration, and troubleshootingExperience supporting hardware and software in remote troubleshooting or helpdesk environmentsExcellent written and verbal communication, including phone supportAbility to document issues clearly, manage priorities, and follow through to resolutionExperience with ticketing/CRM systems such as Salesforce, Jira, or Microsoft or similarTechnical aptitude in IT, networking, communications systems, radio technology, or related fieldsMust be eligible to obtain a United States Security Clearancecustomer-focusedclear communicatorcross-functional collaboratorIP networkingnetwork configurationtroubleshooting hardware and software