Technical Team Lead

As a Technical Team Lead, you will provide guidance and support to our service technicians by fielding questions, issues, and escalations. You will also drive customer service and KPIs for the team and for individual technicians. Serve as the primary point of contact for all technician questions and issues. Serve as the primary point person monitoring Slack channels to ensure technicians are receiving ideas and guidance to resolve their tickets. Serve as the first line of defense for escalations; Manage high priority escalations with finesse and respond in a timely manner; Engage directly with customers and management and ensure robust status communication. Drive customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value.