Technical Support Team Lead

IRIS Software Group

. Lead the Technical and Scripting Support Team day to day .

Posted 10/30/2026full-timeRemote • United StatesSenior💰 $0 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading technical support teams, with a strong focus on customer service, troubleshooting, and scripting. Proficient in Salesforce Service Cloud and capable of managing service levels while mentoring team members.

Highest-signal resume keywords

Technical Support LeadershipSalesforce Service Cloud ExperienceScripting and Programming SkillsAnalytical and Troubleshooting SkillsWorkforce Management Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ScriptingProgrammingC#APIsAutomationSoftware IntegrationsNetworkingTimekeepingPayroll IntegrationsAttendance Tracking

Soft Skills

Clear CommunicationMentoringProblem SolvingPrioritizationTeam Collaboration

Tools & Technologies

Salesforce CRMSalesforce Service CloudSwipeclock ProductsTime-Clock HardwareDashboards

Industry Keywords

SaaSWorkforce ManagementTime and AttendanceHR TechnologyCustomer Service

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead the Technical and Scripting Support Team day to day
Coordinate workloads, priorities and technical direction
Coach analysts through feedback, case reviews and hands-on problem solving
Act as the first escalation point for complex customer issues
Help ensure agreed service levels (SLAs) are met
Scope, prioritise, test and deliver custom scripting requests
Write and review code using Swipeclock’s proprietary scripting language
Troubleshoot issues across software, time-clock hardware, APIs, networking and third-party integrations
Improve case quality in Salesforce Service Cloud
Lead bug triage and coordinate software defect investigations with Development
Collaborate with Product, Development, Customer Success and Professional Services
Use Salesforce reports and dashboards to monitor service levels, backlog, escalations, quality and customer outcomes
Build reusable knowledge, documentation and working practices
Participate in holiday and weekend on-call rotation
Support customers and Channel Partners using Swipeclock Workforce Management products

Requirements

What you’ll need

At least 2 years’ experience in customer service or technical support
Experience in SaaS, workforce management, time and attendance, payroll or HR technology is ideal
Experience leading, mentoring or providing senior-level guidance in a technical support environment
Working knowledge of Salesforce CRM or Salesforce Service Cloud
Strong analytical and troubleshooting skills
Clear written and verbal communication skills
Ability to balance competing priorities while remaining hands-on
Two years of college-level study in Computer Science, IT or a related discipline, or equivalent education and experience
Programming or scripting experience would be valuable
Knowledge of C#, APIs, automation, software integrations, networking or clock hardware would be valuable
Experience with timekeeping, scheduling, attendance, leave/accrual tracking or payroll integrations would be beneficial
Familiarity with Swipeclock products or another Workforce Management platform would be an advantage
Willingness to participate in the holiday and weekend on-call rotation
Ability to work in the country where the role is based may be assessed during application

Benefits

Comp & perks

Great Place to Work® certified employer
Well-being, inclusion and development support
Continuous learning and career development opportunities
Accessible application process and adjustments or accommodations
Global impact opportunities
Culture that celebrates diversity and empowers every individual
Bonus offered