Technical Support Lead

Posted 13 days ago
Main Location
Burlingame, CA, United States
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The Role

You will lay the foundation of great customer support at Spot. There are three core competencies to be successful in this role and help the company grow: ability to solve technical problems with a customer centric approach, collaboration across teams, and responsiveness to customer requests.

What Excites You
  • Solving problems for your customers and your team
  • A highly collaborative environment across Product, Engineering, and other cross-functional peers
  • Building the foundation of the Support function, building process, and defining metrics
  • Diagnosing and troubleshooting issues across the stack - network, appliance, and application layer
  • Using everything you learn in your role to suggest, edit, and write in-depth Knowledge Base articles
What You'll Need
  • 2+ years of experience in a technical support or similar high tech environment
  • Extensive knowledge of fundamental networking protocols including TCP, RTSP, Ethernet, and others
  • Experience supporting or testing LANs, VLANs, WLANs, VPNs, NAT traversal, &/or DHCP servers
  • Ability to break down technical problem into steps and help customers and internal teams to solve these problems
  • Customer service mindset and attention to details
  • Great documentation skills
  • Prior IT, Engineering or technical customer support experience
  • Familiarity with at least one coding language
  • Technical degree

Our Values

Create Value: (1) Work backwards from the customer’s goals (2) Keep it simple (3) Be curious

Make Decisions: (1) Bias towards action (2) Focus on getting it right, not on being right (3) Bet on the long term

Work with Others: (1) Own your outcomes (2) Help your team (3) Communicate openly and deliberately

What We Offer

  • Competitive salary + startup equity
  • Medical, dental and vision coverage
  • 401K with Employer Match
  • 14 Weeks of Paid Parental Leave
  • Learning and Development Opportunities
  • Remote flexibility
  • Work from home stipend to set-up home office

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Mission
We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
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Technical Support Lead
Spot AI