Overview
Skills
Job Details
Platform Technical Support Lead - $40-46/hr
100% Remote
6+ Month Contract (possibility of extension)
Job ID 25-09834
Solugenix is looking for a Platform Technical Support Lead. This is a 6+ month contract opportunity fully Remote.
The Platform Technical Support Lead will report into the Associate Manager of Support and serve as a key support leader. In this role, you will directly manage day-to-day merchant escalations while also shaping how the company can scale support to thousands of restaurants. You will combine strong technical troubleshooting skills with leadership experience to guide agents, improve processes, and ensure we maintain industry-leading service levels.
Qualifications:
- 5+ years of experience in technical support, IT/networking, or related operations, with a proven track record of diagnosing and resolving complex issues in live environments.
- 2+ years of leadership or team management experience, mentoring others and building scalable processes.
- Must be able to thrive in fast-changing, ambiguous environments and are motivated by building systems from the ground up.
- Must be a structured problem solver who can both dive deep into technical detail and zoom out to design scalable solutions.
- Must have excellent communication skills and experience working directly with merchants, clients, or customers in high-stakes situations.
- Experience with POS systems, networking (LAN/WAN troubleshooting, router/switch configuration), or distributed hardware.
- Handle frontline merchant support directly, serving as the escalation point for complex technical issues that require networking or system-level expertise.
- Lead by example on tickets and live interactions, setting the bar for quality, speed, and ownership.
- Mentor and coach support agents, building their confidence and ability to resolve issues independently.
- Contribute to the growth of the support org by helping improve training programs, internal knowledge resources, and performance standards.
- Play a key role in expanding the scope of support (phone, video, extended hours) while ensuring we maintain white-glove quality.
Pay Range for CA, CO, IL, NJ, NY, WA, and DC: $40/hour to $46/hour. Starting rate of pay offered may vary depending on factors including but not limited to, position offered, location, education, training, and/or experience.
Solugenix will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and Ordinance. Applicants do not need to disclose their criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if we are concerned about conviction that is directly related to the job, applicants will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. About the Client About Solugenix
Our client is a technology and logistics company.
Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance providing clients with reliability and a strong competitive edge.
Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business it means having a dedicated ally focused on your success in today's fast-evolving digital world.