Nomis Solutions · 4 hours ago
Technical Support Team Lead
United States
Full-time
Remote
Mid, Senior Level
$80K/yr - $100K/yr
6+ years expNomis Solutions is a pioneer in pricing optimization solutions for banks and credit unions, seeking a Technical Support Team Lead to enhance their support operations. The role involves leading a high-performing team, driving technical excellence, and ensuring customer satisfaction through innovative support processes.
Big DataFinanceFinancial ServicesFinTech
Hiring Manager
Angela Bidos (formerly Chow), CHRL
Responsibilities
Serve as the technical expert and trusted advisor, guiding your team and the broader organization in support best practices, enterprise software troubleshooting, and customer service excellence
Drive the innovation and development of new support processes, automation strategies, and knowledge management systems that ensure Nomis remains at the cutting edge of technical support
Coach and develop your team, fostering their technical growth and ensuring they deliver high-quality, empathetic support that meets both customer needs and SLA commitments
Champion continuous learning within your team, creating opportunities for skill development and staying current with product updates and industry trends
Build and maintain the support knowledge base, transforming complex technical issues into clear, actionable documentation
Oversee and actively participate in queue management, ticket assignment, and escalation coordination, ensuring the team responds with both technical accuracy and customer empathy
Set clear objectives and provide hands-on leadership to ensure your team delivers timely, effective solutions while maintaining strong customer relationships
Know when to zoom out for process improvements and when to dive into critical customer issues alongside your team
Establish and maintain weekly reporting on customer issue trends, team performance metrics, and improvement recommendations for senior leadership
Manage weekly team meetings, shift schedules, and resource allocation to ensure optimal coverage and team effectiveness
Operate as the Zendesk admin, implementing automation, macros, and workflows that reduce manual effort and improve efficiency
Take ownership and accountability for customer satisfaction, directly contributing to resolution quality and speed
Participate in critical customer meetings, representing Nomis in discussions about technical issues, status updates, and resolution plans with customer technical teams
Translate complex technical challenges into clear business language that resonates with both technical and executive stakeholders
Work collaboratively with Product and Engineering teams to prioritize customer issues, lead post-mortem reviews for major incidents, and advocate for product improvements based on support trends
Monitor telemetry and customer health scorecard metrics, producing monthly reports that identify symptomatic or repeat issues and recommend proactive actions
Manage customer upgrades including communication, scheduling, and deployment coordination around release cycles
Lead advanced troubleshooting for complex software issues including configuration, customization, performance, integration, and usability challenges
Apply SQL expertise to write queries for diagnostics and mentor team members in advanced database querying
Analyze API logs using monitoring tools to diagnose issues in API performance, error responses, and traffic patterns
Review and approve high-impact customer communications, ensuring technical accuracy and appropriate tone
Monitor ticket closures to verify proper documentation, resolution steps, and knowledge capture
Develop, maintain, and continuously improve Standard Operating Procedures to ensure consistent, efficient, and customer-first processes
Contribute to InfoSec and compliance inquiries from customers with professionalism and thoroughness
Identify skill gaps within the team and create targeted training plans based on ticket trends and emerging technologies
Analyze data and patterns to determine long-term efficiencies and advocate for product roadmap improvements
Lead adoption of AI tools and automation to reduce manual work and improve team productivity
Demonstrate resilience and adaptability when priorities shift, maintaining team morale and modeling positive problem-solving
Stay current and maintain deep understanding of Nomis products, becoming a subject matter expert who can mentor others
Qualification
Required
6+ years of experience in a customer support organization handling L1, L2, or L3 issues for a B2B SaaS application
Experience in a management role within a customer support team, with proven ability to coach, develop, and motivate team members
Experience building and scaling support processes and documentation from the ground up or through significant transformation
A customer-focused mindset motivated to solve complex problems for enterprise customers with application customizations and advanced configurations
Strong analytical and problem-solving skills with the ability to multi-task, understand shifting priorities, and demonstrate ownership in ambiguous situations
Comfort with change and willingness to lead change management through the organization, modeling adaptability for your team
Technical knowledge and practical experience with core development technologies (ie. Java, JavaScript, MySQL, and Python)
Familiarity with architecture structures and cloud applications (ie. AWS S3, AWS CloudWatch, Snowflake)
ITIL or similar service management framework knowledge applied to real-world support operations
Excellent and responsive communication skills with experience managing and developing remote teams
Thrives in a collaborative, cross-functional environment, working effectively with Product, Engineering, and Services teams
Proactively seeks feedback and opportunities for continuous improvement, modeling a growth mindset for the team
Preferred
Understanding of banking/financial institutions and their products (ie. loans, deposits) and pricing
Experience with Zendesk admin and optimization
Track record of implementing automation or AI-driven support improvements
Benefits
Annual bonus
3 weeks paid vacation for everyone
Full benefits
Remote work environment
Flexible work schedule
Company
Nomis Solutions
Nomis Solutions provides pricing and profitability management strategies in data-driven decisions for financial services companies.
51-200 employees
H1B Sponsorship
Nomis Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (1)
2022 (2)
2021 (7)
2020 (4)
Funding
Current Stage
Growth StageTotal Funding
$50MKey Investors
AccentureBain Capital Ventures
2020-05-11Acquired
2019-01-01Debt Financing· $25M
2017-05-26Series Unknown
Leadership Team
Nick Pessimisis
Chief Financial Officer
Ananta Shamal
VP, Head of Engineering & IT
Company data provided by crunchbase