Lead Technical Support Specialist - Remote

Our client is expanding its customer support operations and is searching for a Lead Technical Support Specialist to join our entirely remote team. In this crucial role, you will be the primary point of contact for advanced technical issues, providing expert-level assistance to customers and guiding junior support staff. You will diagnose, troubleshoot, and resolve complex hardware, software, and network problems, ensuring minimal disruption to user operations. This position demands exceptional problem-solving skills, a deep understanding of IT systems, and the ability to communicate technical information clearly and concisely to both technical and non-technical audiences. Responsibilities include managing incoming support requests, prioritizing critical issues, documenting solutions, creating knowledge base articles, and identifying trends to improve product performance and customer experience. You will also play a key role in training and mentoring team members, contributing to the continuous development of the support department. The ideal candidate will have a proven history of success in technical support or helpdesk environments, with a strong emphasis on remote troubleshooting and customer satisfaction. Familiarity with various operating systems (Windows, macOS, Linux), common business software, cloud services (e.g., Office 365, G Suite), and basic networking concepts is essential. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is required. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is preferred. Minimum of 5 years of experience in a technical support role, with at least 2 years in a lead or supervisory capacity, is necessary. This is a remote position, allowing you to work from anywhere within the **Durham, North Carolina, US** region, or broadly across the US, while contributing to a high-impact team. If you are a proactive problem-solver passionate about delivering outstanding customer service, we encourage you to apply.