Lead Tech Support Specialist

As a Lead Technical Support Specialist, you will provide first-line technical support to our partners (VARs) across phone and non-phone channels. Your role focuses on resolving common product or configuration issues by following standard operating procedures and leveraging internal tools such as the support lab, knowledge base, ticket history, and peer collaboration.

You will report directly to the Senior Tech Support Supervisor and you will work out of our Pittsford, New York location on a hybrid work schedule.

Hybrid Work Schedule Note: For the first 90 days, New Hires must be prepared to work 100% onsite Monday through Friday.

You will be supporting ticket creators who are responsible for designing, implementing, configuring, operating, and maintaining the end customer’s security solution.

KEY RESPONSIBILITIES

• Customer Focus - Handling inbound cases through phone, email, and other options via our ticketing system. Keeping backlog to an extreme minimum while providing timely follow-ups.
• Effective Communication – Resolve straightforward technical problems using established communication processes and escalation workflows.
• Troubleshooting skills - Resolving straightforward technical problems using established processes and escalation workflows.
• Adherence to Policies - Holding to defined workflows and instructions provided by TSG leadership and other senior personnel.
• Collaboration and Continuous Learning - This is a development-focused role suited for individuals starting their careers in technical support, with clear paths for advancement through training and performance.