Technical Support Lead

Benefits and culture

This onsite, Bend, Oregon role offers stability, a clear growth path, and competitive compensation. You will support a local manufacturing client at senior levels, guiding support processes to maximize customer satisfaction while collaborating closely with cross-functional teams. PrideStaff connects you to a broad network of opportunities across more than 3,000 employers, with options that range from temporary assignments to full-time roles.

• Onsite in Bend, Oregon with in-person collaboration across teams.
• Competitive pay at $24 - $30 per hour.
• Full-time schedule from Monday through Friday.
• Leadership growth with a defined path to Technical Support Manager as the team expands.
• Impact on product adoption through successful launches of new product lines and ongoing customer adoption.
• Process and automation focus to improve internal documentation, support workflows, and tools, including AI bot training.
• Cross-functional collaboration across customer success, sales, engineering, operations, and service teams.
• Broad career network access to opportunities with thousands of employers.

Responsibilities

• Provide professional technical support to customers via phone, email, and support systems.
• Answer questions and troubleshoot Windows-based software configuration, installation, networking, and monitoring products.
• Manage and document support cases clearly in Zendesk and, over time, Salesforce Service Cloud or a similar platform.
• Follow up with customers to ensure issues are resolved in a timely and professional manner.
• Escalate complex issues to engineering, product, or service teams as needed.
• Help improve support processes, internal documentation, and customer-facing resources.
• Track common issues and surface trends to internal stakeholders.
• Support KPIs related to responsiveness, ticket resolution, ticket volume, and customer satisfaction.
• Partner with customer success, sales, and solutions engineering to ensure smooth handoffs and identify expansion opportunities.
• Contribute to the development of support automation, AI bot training, and other tools that enhance efficiency and the customer experience.
• Support the successful launch and ongoing adoption of new product lines.

Requirements

• Experience in a technical support, applications support, customer support lead, or similar role.
• Strong technical aptitude and comfort troubleshooting software, networking, and hardware-related issues.
• Ability to assist customers with configuration, installation, and connectivity troubleshooting.
• Ability to explain technical information clearly to both technical and non-technical audiences.
• Strong communication, organizational, and problem-solving skills.
• Experience supporting customers over the phone and through case-based support systems.
• Ability to work onsite in Bend, Oregon.
• Comfortable collaborating across customer success, sales, engineering, operations, and service teams.

Technologies

• Zendesk
• Salesforce Service Cloud
• Jira
• Confluence

Career growth

This position is designed as a leadership track within the evolving support organization, offering a clear path to Technical Support Manager as the team and function grow.

Work schedule

Full-time, Monday through Friday, onsite in Bend, Oregon.

Company overview

PrideStaff offers a range of rewarding career options, from flexible temporary assignments to full-time roles. With offices across the country, PrideStaff provides an inside track to great jobs with more than 3,000 employers.