Jobs in the United States

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Added 6 mins ago
Sr. Technical Program Manager
Sony Interactive Entertainment (SIE)
Madison, WI
As a Senior Technical Program Manager, you will lead the delivery of complex software programs across Commerce Services & Client Experiences within the PlayStation ecosystem. Working…
Added 6 mins ago
Structural/Bridge Project Manager
Harrison Consulting Solutions
St. Louis, MO
A civil engineering firm located in multiple locations is seeking a Structural/Bridge Project Manager for their St. Louis office!
Added 6 mins ago
Structural/Bridge Project Manager
Harrison Consulting Solutions
Effingham, IL
A civil engineering firm located in multiple locations is seeking a Structural/Bridge Project Manager for their Effingham office!
Added 35 mins ago
G
Traveling Federal Safety Manager
GPAC
Bismarck, ND
- $130,000 to $170,000 USD / year
Our client, a construction industry leader who works on large-scale construction projects, including Federal, K-12, Municipal, Higher Education and public safety, is seeking a Safety…
Added 35 mins ago
G
Traveling Federal Safety Manager
GPAC
Chicago, IL
- $130,000 to $170,000 USD / year
Our client, a construction industry leader who works on large-scale construction projects, including Federal, K-12, Municipal, Higher Education and public safety, is seeking a Safety…
Added 40 mins ago
Director, Software Engineering
VIOC
Remote, United States
The Director, Software Engineering is responsible for the strategy, delivery, budget, and continuous improvement of Valvoline's software engineering capabilities across customer-facing,…
Added 48 mins ago
UI
Aerospace Inspector 2nd Shift DCC
Unison Industries, LLC
United States
- $22.75 to $26 USD / hour
…machining, fabrication and investment casting capabilities. Product engineering, new product development and testing is performed on site. This facility also does repair and overhaul of…
Added 55 mins ago
Principal AI Architect - OleOle
Travoom
Remote, United States
10+ years of software engineering, machine learning, or AI engineering experience, with demonstrated principal-level technical leadership.
Added 57 mins ago
Senior Manufacturing Technician
Advanced Acoustic Concepts, LLC
Lemont Furnace, PA
Work from complex wiring and assembly drawings, operation sheets, engineering specifications and sketches and running sheets of significant complexity
Added 57 mins ago
Systems Engineer
Advanced Acoustic Concepts, LLC
Lemont Furnace, PA
…systems/sub-systems. May include Architectural Design, Requirements Engineering, or others. Determine system specifications. Support acquisition of hardware and software (or subcontractor…
Added 1 hour ago
Software Engineer II - Building Applications
Pacific Northwest National Laboratory
Jefferson City, MO
The BS&DG is seeking a Software Engineer II - Building Applications with strong knowledge of software engineering and web application development to contribute to building technology…
Added 1 hour ago
Senior Project Manager
Consigli Construction
White Plains, NY
A driven leader who spearheads Consigli’s corporate culture of Raving Fans.
Added 1 hour ago
Senior Project Manager
Consigli Construction
Milford, MA
A driven leader who spearheads Consigli’s corporate culture of Raving Fans.
Added 1 hour ago
Senior Project Manager
Consigli Construction
Boston, MA
A driven leader who spearheads Consigli’s corporate culture of Raving Fans.
Added 1 hour ago
Senior Project Manager
Consigli Construction
Washington, DC
A driven leader who spearheads Consigli’s corporate culture of Raving Fans.
Added 1 hour ago
Senior Project Manager
Consigli Construction
Baltimore, MD
A driven leader who spearheads Consigli’s corporate culture of Raving Fans.
Added 1 hour ago
Senior Project Manager
Consigli Construction
Hartford, CT
A driven leader who spearheads Consigli’s corporate culture of Raving Fans.
Added 1 hour ago
Senior Project Manager
Consigli Construction
New London, CT
A driven leader who spearheads Consigli’s corporate culture of Raving Fans.
Added 1 hour ago
Senior Project Manager
Consigli Construction
Fairfield, CT
A driven leader who spearheads Consigli’s corporate culture of Raving Fans.
Added 1 hour ago
College Admissions Counselor
ConnectPrep
Remote, United States
Proven track record of student success with all different types of academic programs, including specializations, direct med, engineering, etc...
Added 2 hours ago
Regional Sales Manager, Fire and Boosters
Armstrong Fluid Technology
Remote, United States
…continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative technical and marketing minds, united by a shared…
Added 2 hours ago
RAM Hardware Equipment Engineer
Micron Idaho Semiconductor Manufacturing (Triton) LLC
Boise, ID
Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate…
Added 2 hours ago
Account Executive
MicroStrategy
Chicago, IL
…just follow trends - we set them and drive change. As a market leader in enterprise analytics and AI software, we've pioneered the BI and analytics space, empowering people to make better…
Added 2 hours ago
Account Executive
MicroStrategy
New York, NY
…just follow trends - we set them and drive change. As a market leader in enterprise analytics and AI software, we've pioneered the BI and analytics space, empowering people to make better…
Added 2 hours ago
Account Executive
MicroStrategy
Charlotte, NC
…just follow trends - we set them and drive change. As a market leader in enterprise analytics and AI software, we've pioneered the BI and analytics space, empowering people to make better…

Insight Global

Level 2 Technical Support Specialist

Cumru, PA, United States

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Job details

Experience: 3–5 years of experience in a technical support, customer support, or implementation support role
Posting language: English
Posted: Oct 2, 2026

Original job description

Job Description

The Customer Support Team Lead is a senior individual contributor and subject matter expert responsible for delivering exceptional, technically credible support across our customer base. Reporting to the Director of Customer Success, this role is not a people manager, but it is absolutely a leader. You will be the most knowledgeable support resource in the building, the person the team turns to when a ticket gets hard, and the person customers come to trust when something goes wrong. You will provide direct, hands-on support coverage while simultaneously building the knowledge infrastructure the entire support function will operate on: knowledge base content, FAQ libraries, escalation workflows, troubleshooting guides, and bug documentation processes. You will investigate issues deeply, understand them completely, and communicate them clearly to customers, to teammates, and to Product and Engineering. This is a ground-level, in-the-guts-of-the-product role. You will know this platform better than almost anyone. And you will use that knowledge to deliver a support experience that customers in this industry have simply never encountered before.

The Role We are looking for the founding member of our front-line support crew. Only customer champions, advocates, ninjas, or legends need apply. The Customer Support Team Lead is the standard-setter. You are not here to close tickets. You are here to solve problems completely, clearly, and in a way that leaves the customer more capable and more confident than they were before they reached out. You treat every support interaction as an opportunity to reinforce the customer's decision to trust us with their operation. You'll handle the full spectrum of support: product bugs, configuration questions, user issues, integration troubleshooting, and escalation triage. You'll be the SME your teammates bring their hardest questions to. When you don't have the answer, you'll know exactly how to find it and you'll document it so the next time, someone on the team does. You are building something here. The knowledge base, the support playbook, the escalation framework, none of it exists yet at the level it needs to. That is not a problem. That is your opportunity.

Why This Role Matters:

Fleet operators run 24/7 operations. When something breaks or stops working as expected, it's not an inconvenience, it's an operational disruption. The experience they receive in those moments determine whether they feel like they made the right purchase decision or the wrong one. One of the most consistent and damaging complaints in technology is that support after the sale is slow, generic, and handled by people who don't actually understand the product. We are going to be the exception to that rule, and this role is the reason why. The Customer Support Team Lead sets the tone, helps to build the infrastructure, and personally demonstrates what legendary customer experience and expert support looks like in this industry.

Skills and Requirements

High School diploma required, bachelor’s degree preferred: Information Systems, Business, Operations, or related field; equivalent experience considered
Technical certifications in relevant platforms or disciplines are a plus
HubSpot Service Hub certification required at time of hire or within 90 days of start date Experience
3–5 years of experience in a technical support, customer support, or implementation support role preferably within a SaaS environment
Demonstrated experience handling complex, multi-layered support issues that require genuine technical investigation, not just script-following
Experience building or significantly contributing to support documentation, knowledge bases, or internal playbooks
Background supporting enterprise or mid-market B2B customers with high operational stakes
Bonus: Prior experience in fleet technology, telematics, logistics software, asset tracking, or industrial SaaS - this is a meaningful differentiator in this role Technical Skills
Comfortable working at the technical layer of a SaaS platform: understanding data flows, diagnosing configuration issues, and reading API behavior without needing Engineering on every call
Some familiarity with REST APIs, webhook configurations, and basic integration troubleshooting
Mobile application support experience; IoT device familiarity is a strong plus given the fleet context
Proficiency in support ticketing platforms
Proficiency in CRM platforms, HubSpot strongly preferred
Competency in knowledge base and documentation tools
Comfortable working with browser developer tools, log files, and basic diagnostic outputs to investigate reported issues is a plus Competencies & Characteristics
Customer service ninja: You don't just resolve tickets you leave customers genuinely impressed. Your interactions are responsive, clear, patient, and human. People feel helped when they talk to you.
Technical depth with communication clarity: You understand complex systems and you can explain them simply. You never hide behind jargon, and you never oversimplify to the point of being unhelpful.
Builder: You encounter a gap in documentation, and you fill it. You see a recurring issue, and you suggest a process to address it. You don't wait to be told you identify what's needed and you build it.
Investigative rigor: When something breaks, you want to understand exactly why, not just enough to close the ticket, but enough to explain it, document it, and prevent the next one.
Process-oriented: Your tickets are organized, your documentation is structured, and your escalations are clean. You bring order to complexity without losing responsiveness.
Calm under pressure: A fleet operator with an active operational disruption needs someone who communicates with calm, clear authority. That's you - even when the issue is hard.
Collaborative: You share what you know. You ask for help when you need it. And you make the people around you better by working with them.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.

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