Supportworks

Manufactures foundation repair products and software

Technical Support Lead

Customer SupportConfirmed live in the last 24 hours

Full-timeOmaha, NE, USANo salary listedIn-person

About the Job

Requirements

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.

Responsibilities

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.

Desired Qualifications

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.

At Supportworks, we build the technology our dealers rely on to run and grow their businesses. That includes our SolutionView Tablet app, integrations, APIs, and the configuration behind them. We’re looking for a Technical Support Lead who wants to take real ownership of that experience. This is a hands-on leadership role. You’ll jump into the hard unusual problems, help dealers and teammates get unstuck, and make sure issues are solved the right way.

At the same time, you’ll build the processes, documentation, training, and team structure that allow support to scale without losing the quality and care our dealers expect. You’ll coach and grow a small team, help hire and onboard as we expand, and build a culture of ownership, problem solving, and continuous improvement.

We’re not looking for someone to simply manage a support queue. We’re looking for someone who wants to raise the standard, build a team our dealers can count on, and feel truly supported.

What you'll do:

Own complex technical issues end to end - application behavior, configuration, integrations, APIs, authentication, and data/CRM sync - and drive them through resolution.
Coach a small support team to troubleshoot systematically and handle more complex issues on their own over time.
Set expectations for ticket quality, communication, and follow-up, and keep the day-to-day operation healthy (response times, aging tickets, volume).
Own the escalation path to Development and raise the quality of what gets escalated by making sure issues are clearly documented, researched, and reproducible.
Build the knowledge base - troubleshooting guides, FAQs and training - so the same problem isn't solved from scratch twice.
Spot patterns across tickets and bring product, process and training improvements with the teams who can fix them.
Make sure dealers feel informed and supported throughout the resolution process, especially when the answer is not immediate.
Prepare the team for product releases and changes, so they can support dealers confidently from day one.
Help hire, onboard, and grow the team as support volume increases.

What we're looking for:

3+in technical/SaaS support, including experience solving complex issues involving integrations, APIs, authentication, configuration, and diagnosing software defects.
Exceptional troubleshooting and problem-solving skills with the ability to explain your thinking and teach how to approach problems systematically.
Experience mentoring or leading a support team (formally or informally), with the judgment to know when to dig in personally vs. coach someone through it.
Strong and effective communication skills, particularly writing and documenting issues for technical documents for developers, but also ability to communicate clearly and effectively with dealers.
Comfort working across Support, Product, and Development.
A strong sense of ownership. You follow issues through, communicate clearly when things are messy, and do not let problems quietly stall out.
Curiosity and learning agility. You are comfortable digging into unfamiliar systems, asking good questions, and figuring out how things work.

Nice to have

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 API and integration issues, and creating clear reproduction steps that developers can understand and act on.

Why this role
You’ll help build support from the ground up, shape the team behind it, and have a real voice in improving both the product and the customer experience.

Supportworks is an Equal Opportunity Employer (EOE), and we welcome you to apply!

About the Company

Supportworks

Manufactures foundation repair products and software

Supportworks is a parent company with 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 improve the contractor–homeowner experience. Its products include repair materials, a turnkey franchise model for home improvements, and software tools that streamline estimating and project management. The company combines vertical integration, a nationwide franchise network, and strong partner support through consulting and training to stand out from competitors. Its goal is to redefine the industry by expanding access to reliable products and world-class support while fostering a positive, inclusive workplace.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: La Vista, NE
Founded: 2008

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