Company Overview At Safety Plus Inc., we believe worker safety is a basic human right. We empower businesses with innovative SaaS technology and technology-enabled safety services, ensuring every worker returns home safely. Our mission is to simplify modern safety and transform how organizations protect their people-because failure is not an option. As the trusted leader in safety management, we are redefining workplace safety through advanced real-time insights, automation, and expert consulting. Our commitment to customer-first solutions, continuous innovation, and data-driven safety programs enables our customers to reduce risk, increase compliance, and build a stronger safety culture. Why Join Safety Plus? If you're looking for a career where you can make a tangible impact, grow professionally, and work with a team committed to saving lives and shaping the future of safety, Safety Plus is the place for you. * Customer-First Mindset: We align every decision with customer success, ensuring we deliver measurable value in workplace safety. * Technology & Innovation: Our cutting-edge software solutions and AI-powered insights help businesses stay ahead of safety challenges. * High-Performance Culture: We uphold the Gold Standard in performance, ensuring that our team members continuously grow, lead, and innovate. * Mission-Driven Impact: Every role at Safety Plus contributes to reducing workplace fatalities and injuries, making a real difference in people's lives. * Professional Growth: We invest in our employees through structured career development, mentorship, and leadership opportunities. Position Overview The Technical Support Lead is a key member of the Software Support organization, responsible for ensuring the smooth operation of our technical support processes. This role acts as the primary liaison between the Support and Product teams, helping to bridge knowledge gaps, improve communication across departments, and drive high-quality customer experiences. The ideal candidate is a problem-solver who is both technically proficient and customer-obsessed, with experience supporting SaaS solutions in a fast-paced B2B environment. This individual will support the success of our internal teams and customers by leading queue management, ticket triage, issue documentation, and cross-functional collaboration. Key Responsibilities Operational Support Leadership * Serve as the primary point of contact for support escalations, clarifying workflows and product functionality for internal and external stakeholders. * Oversee and manage the support queue to ensure timely, high-quality resolution of client issues. * Triage incoming support requests and escalate urgent or complex issues to leadership or technical teams. Technical Expertise & Problem Solving * Provide hands-on technical guidance to support agents and assist in troubleshooting software bugs, configuration issues, and user errors. * Develop and implement tailored solutions or workarounds for unique customer use cases. * Collaborate with Engineering and Product to ensure accurate replication and resolution of software bugs. Process Improvement & Collaboration * Partner with Client Success, Implementation, and Product teams to improve workflows and reduce friction in the customer support process. * Identify recurring issues and recommend proactive measures or system enhancements. Documentation & Knowledge Management * Maintain and expand internal support documentation and client-facing knowledge bases to improve efficiency and enable customer self-service. * Document troubleshooting steps clearly and consistently prior to escalation. Qualifications * 3+ years of technical support experience in a B2B SaaS environment, with customer-facing responsibilities. * Strong experience working with support platforms (e.g., Jira, Salesforce, Zendesk) and managing ticketing workflows. * Proficiency in troubleshooting software across web and mobile platforms. * Demonstrated success in leading technical issue triage and root cause analysis. * Familiarity with tools for data analysis (Excel, Power BI, Tableau) to identify trends and optimize support delivery. * Basic SQL experience for querying databases in support of issue investigation. * Strong written documentation skills and a process-oriented mindset. * Proven ability to work cross-functionally and communicate technical concepts clearly to both technical and non-technical audiences.