Tech Support Lead

Who We Are

Walnut is a fast growing startup in the sales automation space, backed by top-notch investors.

We help some of the best GTM teams in the world perform better by easily creating failure-free, interactive, and personalized demo experiences for B2B buyers at every stage of the customer lifecycle. 

We are a young company that values culture, grit, transparency, and excellence. We put our founding members at the very heart of our company and are looking for proactive self-starters who are excited about building within a new, rapidly growing and still to be defined category.

We are seeking an experienced and dynamic Technical Support Lead to join our team. In this role, you will lead a team of talented support professionals while also taking an active role in resolving complex technical issues for our customers. You’ll work closely with both internal teams and external clients, ensuring our technical support is timely, effective, and maintains a high standard of quality.

This is a hands-on role requiring a combination of leadership skills and technical expertise. You will be responsible for managing the team, improving support processes, and building internal tools to enhance efficiency. Additionally, you’ll help triage and resolve incoming technical support tickets, requiring a solid understanding of our platform and integrations.

What your day to day will look like:

• Lead, mentor, and develop a team of Tier 2 technical support specialists.
• Handle and resolve complex customer support tickets, providing second-tier troubleshooting and escalation support.
• Collaborate with engineering, product, and customer success teams to ensure issues are resolved quickly and efficiently, based on support ticket experiences and partner with CSMs to optimize outcomes.
• Create and improve internal tools and processes to optimize the efficiency of the support team.
• Develop and maintain comprehensive documentation for both the support team and customers.
• Analyze support ticket data to identify trends and proactively address recurring issues.
• Maintain SLAs for ticket response and resolution times.
• Continuously improve customer satisfaction by driving technical excellence and process improvements.

Requirements: 

• 4+ years of experience in a similar role in a SaaS environment.
• Native Level English
• Strong proficiency in HTML, CSS, JavaScript, SQL.
• Experience building internal tools to optimize workflows and increase team efficiency.
• Strong knowledge of API structure and basic API creation skills; comfortable working with API documentation to create API integrations.
• Proficiency in support and analytics tools like Zendesk, Intercom, Mixpanel, Salesforce, HubSpot, and FullStory.
• Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues.
•  Strong communication and interpersonal skills to collaborate effectively with cross-functional teams.
• Strong organizational and multitasking abilities.

Preferred Qualifications:

• The preferred candidate should be experienced in the Go to market / sales enablement verticals.
• Experience in building automation for customer support workflows.
• Knowledge of customer health metrics and support analytics.

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