Senior Technical Support Lead

Description
We are seeking a hands-on Technical Customer Support leader to own, scale, and elevate our global customer support function for a fast-growing SaaS and Video Surveillance as a Service (VSaaS) platform.
This role is responsible for delivering an exceptional, enterprise-grade support experience across our customer and partner base while building the people, processes, and tooling needed to scale. You will lead day-to-day support operations, manage customer escalations, and collaborate deeply across Product, Development, Cloud Operations, Sales, and Partners to ensure customer issues are resolved quickly and permanently.
The ideal candidate brings 7 - 10+ years with strong technical depth and experience leading customer support for SaaS platforms, has operated in high-growth or startup environments, and understands how support becomes a strategic advantage when tightly integrated with product and delivery teams.
Our development and operations teams are distributed across the US and India, making strong communication, prioritization, and operational discipline essential.
About Us
We are a fast-growing SaaS company building a modern, TRUE AI VSaaS platform that leverages existing infrastructure to deliver real-time business intelligence. Our platform combines edge computing, cloud services, and AI models to help customers extract more value from video systems already deployed in their environments.
As we scale customers, partners, and deployments, technical customer support plays a mission-critical role in retention, expansion, and brand trust.
Role Overview
As the Customer Support Leader, you will be accountable for the end-to-end customer support lifecycle-from ticket intake and troubleshooting to escalation management, root cause analysis, and long-term issue prevention.
You will build and lead a high-performing support organization, define support standards and SLAs, and ensure support insights are continuously fed back into Product, Development, and Operations.
This role partners closely with:
Customers & Partners
Product Management
Development & Cloud Operations
QA / QC
Customer Success & Sales
Hardware, Install, and Partner teams
Key Responsibilities
Customer Support Ownership & Strategy
Own the global customer support function and overall support experience
Define and evolve support strategy aligned with company growth and enterprise expectations
Establish SLAs, escalation paths, and service standards for customers and partners
Ensure support operations scale predictably as customer volume grows
Support Operations & Execution
Lead day-to-day support operations, including ticket triage, prioritization, and resolution
Manage complex customer escalations and serve as an executive point of contact when needed
Implement and optimize support workflows, tooling, and automation
Ensure consistent, high-quality responses across all support channels
Cross-Functional Collaboration
Partner closely with Product and Development to:
o Drive rapid issue resolution
o Identify systemic issues and root causes
o Influence roadmap priorities based on customer impact
Collaborate with Cloud, Hardware, and Install teams on platform and deployment-related issues
Work with Customer Success and Sales to support renewals, expansions, and strategic accounts
Coordinate with partners to align support responsibilities and expectations
Metrics, Insights & Continuous Improvement
Define and track key support metrics (CSAT, response time, resolution time, backlog health)
Establish regular reporting on support trends, risks, and customer-impacting issues
Lead root cause analysis and post-incident reviews
Turn support data into actionable insights for product and operational improvements
Team Leadership & Development
Hire, onboard, and develop a high-performing customer support team
Mentor support staff and future support leaders
Define career paths, training programs, and performance expectations
Foster a culture of ownership, accountability, and customer empathy
Knowledge, Documentation & Enablement
Own customer-facing and internal support documentation
Ensure runbooks, troubleshooting guides, and FAQs are accurate and up to date
Partner with Product and Training teams to improve onboarding and self-service resources
IMPORTANT - this person will have a small team of direct reports. 1 person now but growing.
Skills
technical support, customer service, troubleshooting
Top Skills Details
technical support,customer service,troubleshooting
Additional Skills & Qualifications
Nice to Have
Experience supporting AI/ML-powered products
Experience with offshore development staff
Partner or channel support experience
Familiarity with support platforms (Zendesk, Jira Service Management, ServiceNow, etc.)
Experience building tiered support models and on-call rotations
Job Type & Location
This is a Contract to Hire position based out of Dallas, TX.
Pay and Benefits
The pay range for this position is $60.00 - $70.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Dallas,TX.
Application Deadline
This position is anticipated to close on Feb 16, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.