Senior Technical Customer Support Lead​/Onsite​/Dallas

Required Skills & Experience

• 7-10+ years leading customer support teams for SaaS platforms
• Experience supporting enterprise and mid-market customers in production environments
• Proven escalation management experience with executive-level stakeholders
• Strong cross-functional experience working with Product, Engineering, and Operations
• Demonstrated ability to build, scale, and mature support teams and processes
• Experience defining SLAs, escalation models, and tiered support structures
• Strong analytical and reporting skills using support metrics
• Excellent written and verbal communication skills
• Experience working with globally distributed teams

• Experience supporting VSaaS, video platforms, or data-heavy SaaS products
• Familiarity with cloud-native architectures and operational concepts
• Hands-on technical troubleshooting experience (logs, integrations, platform behavior, light hardware issues)
• Startup or high-growth company background
• Exposure to security, compliance, or regulated environments
• Partner or channel support experience
• Background in Customer Success or Professional Services

Tech Breakdown

• 40% – SaaS / Cloud Platforms
• 20% – Support & Ticketing Systems (Zendesk, Jira Service Management, Service Now, similar)
• 15% – Cloud & Infrastructure Concepts
• 15% – Video / VSaaS / Data-Intensive Platforms
• 10% – Hardware, Install, & Deployment Support

• 100% Hands On

• Bonus OR Commission eligible

You will receive the following benefits:

• Medical, Dental, and Vision Insurance
• Vacation Time
• Stock Options

Applicants must be currently authorized to work in the US on a full-time basis now and in the future.