Seeking a full-time remote Technology Support Lead with a minimum of 3 years' experience to manage the resolution of technical issues from help desk tickets, collaborating cross-functionally to enhance user experience and drive system improvements. Key Responsibilities Serve as the escalation point for helpdesk tickets, diagnosing root causes and routing issues to appropriate internal teams Lead root cause analysis on major disruptions, monitoring product releases to identify trends and potential regressions Maintain troubleshooting documentation and advocate for systemic fixes based on ticket data trends Required Qualifications Minimum 3 years of experience in technical support or IT operations, with a focus on triaging and resolving help desk tickets Proven ability to conduct root cause analysis and coordinate with engineering, QA, and product teams Deep understanding of product/platform functionality to diagnose issues independently Strong incident management and project management skills, with experience organizing cross-functional efforts Analytical skills to utilize ticket data for identifying trends and justifying engineering priorities