Technical Support Lead
About the job
- At least 3 years of experience in technical or software-as-a-service support, including solving complex issues involving integrations, application programming interfaces, authentication, configuration, and software-defect diagnosis.
- Exceptional troubleshooting and problem-solving skills, including the ability to explain reasoning and teach systematic problem-solving approaches.
- Experience mentoring or leading a support team, formally or informally, with judgment about when to personally investigate an issue versus coach another person.
- Strong written and verbal communication skills, including documenting technical issues for developers and communicating clearly with dealers.
- Ability to work across Support, Product, and Development.
- Strong ownership of issues through resolution, with clear communication when problems are complex or delayed.
- Curiosity and learning agility, including the ability to investigate unfamiliar systems, ask effective questions, and determine how they work.
- Own complex technical issues end to end, including application behavior, configuration, integrations, application programming interfaces, authentication, and data or customer-relationship-management synchronization, and drive them through resolution.
- Coach a small support team to troubleshoot systematically and independently handle increasingly complex issues.
- Set expectations for ticket quality, communication, and follow-up, and maintain healthy day-to-day operations involving response times, aging tickets, and ticket volume.
- Own the escalation path to Development and improve escalation quality by ensuring issues are documented, researched, and reproducible.
- Build the knowledge base, including troubleshooting guides, frequently asked questions, and training materials.
- Identify patterns across tickets and implement product, process, and training improvements with the teams responsible for addressing them.
- Keep dealers informed and supported throughout the resolution process, especially when an answer is not immediate.
- Prepare the team for product releases and changes so it can support dealers effectively from the first day.
- Help hire, onboard, and grow the team as support volume increases.
- Experience supporting a mobile, tablet, or field-sales product.
- Experience building and improving the processes, tools, and structure needed to scale a support function.
- Familiarity with reading logs, tracing application programming interface and integration issues, and creating clear reproduction steps for developers.
About the company
Supportworks groups three brands serving the home-services and repair market: Foundation Supportworks designs, manufactures and ships foundation and concrete repair products to a global dealer network; Hello Garage operates a national garage renovation franchise; SolutionView provides proprietary software to streamline contractor-homeowner interaction. Its products work by supplying specialized repair materials through its dealer network, offering a franchise model for home improvements, and delivering software tools that simplify estimates, scheduling and project management. It differentiates itself with vertical integration of product design and manufacturing, a nationwide franchise footprint, and strong partner support through consulting and training. Its goal is to expand access to reliable products and world-class support while creating an inclusive workplace that encourages big ideas and growth.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
La Vista, Nebraska
Founded
2008
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Simplify's Take
What believers are saying
- Supportworks updated its product pages in August 2026, signaling active commercialization.
- EverBrace remains a flagship system for extreme wall failure demand.
- The company is building next-generation contractor software, improving retention and cross-sell.
What critics are saying
- Concrete repair commoditization compresses margins as dealers can switch among similar systems.
- Heavy reliance on contractor distribution ties growth to dealer recruiting and retention.
- If software and training fail, national brands will outmarket Supportworks by 2027.
What makes Supportworks unique
- Supportworks sells a broad repair system portfolio, from EverBrace to PolyLevel, across contractors.
- Its network model trains an international dealer base and pairs products with contractor software.
- EverBrace and Helical Pier target severe failures rivals often avoid or outsource.
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Benefits
- Remote Work Options
- Hybrid Work Options
- Relocation Assistance
- Health Insurance
- Dental Insurance
- Vision Insurance
- Gym Membership