Technical Support Team Lead

At VertiGIS, we build powerful GIS software. Our portfolio of products, solutions, and services enhance the capabilities of leading mapping software, most notably Esri’s ArcGIS. For decades, professionals have relied upon us to overcome complex technical challenges so that they can make a significant impact in the world.

VertiGIS offers meaningful careers that grow with you over time, encourage you to think creatively, and connect you with customers who are making a difference in the world. We are passionate, high-performing individuals that come from a diverse set of educational, cultural, and professional backgrounds. What we all have in common is our drive to do excellent work, support each other as we grow, and enjoy the beautiful places where we live.

The Position

A Technical Support Team Lead is responsible for managing a team that provides technical support to internal and external clients including: fielding and resolving technical issues with end customers and providing troubleshooting support and solutions to employees and customers. In addition, this position assists with updates to knowledge articles and similar user-facing documentation.

Responsibilities:

• Take on disciplinary and professional leadership of our B2B software support team, serving clients in the telecommunications sector.
• Stay close to the day-to-day: actively handle 2nd-level support tickets in Zendesk as part of your regular responsibilities.
• Ensure high quality standards by conducting QA checks on team member ticket responses.
• Dive deep into our current on-premise solution "M4 Solutions" and take ownership of its ongoing support.
• Proactively learn and introduce new products such as VertiGIS ConnectMaster and VertiGIS Networks Telecommunication to the team.
• Independently solve complex issues with confidence – especially those requiring strong SQL skills.
• Collaborate closely with departments such as R&D, Professional Services, and Integration.
• Use KPIs (e.g., number of resolved tickets, resolution time, CSAT) to monitor, coach, and develop your team and report to the Director of Support.
• Compose and review knowledge base articles.
• Take responsibility for incident escalations and ensure structured resolution paths.
• Stay open and curious toward AI tools and cloud-based technologies.

Requirements:

• Several years of experience in technical B2B support, ideally within enterprise software environments.
• Strong technical aptitude and analytical skills – with a particular focus on SQL-based troubleshooting.
• A proactive learner with the ability to grasp and explain complex applications.
• Strong interpersonal and communication skills to effectively collaborate with colleagues across departments.
• A structured, solution-oriented, and hands-on approach, while considering global processes.

Would love to see:

• Proven leadership experience as a Support Team Lead or in a similar role.
• Experience in team performance monitoring and coaching based on metrics/KPIs.
• Skilled in managing escalations and high-priority cases.
• Telecommunications industry knowledge (e.g., network planning, GIS) is a plus.

How to Apply

Please apply with a cover letter and a resume.

A cover letter complements your resume. It allows you to elaborate on your background and experience. It provides you with an opportunity to address how you meet the requirements for the role. It demonstrates your interest. These are important topics that aren’t always covered in a resume alone. Your resume is factual, your cover letter is personal.

We’ve had the most success with applicants that include a cover letter.

Only applicants that include a cover letter will be considered. We look forward to receiving your application!

Why Work for VertiGIS?

Team / Career Growth

• Top-notch colleagues that like and respect one another
  
• We listen to peoples' ideas—and act on them
  
• A supportive environment with opportunity for training, professional development, and advancement
  
• Challenging, interesting work

Benefits

• Medical, Dental, Vision options
  
  • Company covers 63% of the medical and dental premiums
    
• Company provided Short Term Disability, Long Term Disability, and Life AD&D
  
• 401K Safe Harbor with automatic 3% employer contribution after 90 days
  
• And more!

Office

• A hybrid working model allowing employees to split time between the office and home
  
• A convenient location in the Arboretum directly off Powhite Parkway
  
• Onsite gym and café
  
• Snacks and coffee provided

At VertiGIS, we are committed to fostering a diverse, equitable, and inclusive workplace where everyone feels safe, respected, and valued. We encourage everyone who is interested in the role, regardless of race, ethnicity, religion, sex, gender, sexual orientation, disability status or age, to apply. Unique perspectives and experiences are what make our teams strong!

If you self-identify as having a disability, please let us know how we can best assist you. Accommodation is available upon request at any time during the recruitment process.

VertiGIS Compensation Philosophy

At VertiGIS, we strive to offer competitive total compensation packages that include both direct and non-direct compensation such as salary, health care and retirement benefits, variable/incentive pay, paid time off, and other benefits and perks.

Our job postings reflect the expected pay or pay range for each position in alignment with our compensation philosophy and salary budget. This reflects what we feel is competitive based on the profile of candidate we are seeking. The background, experience, and skill set we are seeking will be outlined in the role requirements.

We strive to have a comprehensive approach to compensation and ensure that employees are paid based on the value they bring to the company.

We’re a great place to build your career.

Our colleagues are great people and make our company the kind of place we enjoy coming to every day. We reward top performers and stay true to our core values. Since 1999, we’ve built our business based on steady, sustainable growth – we’re still growing and our future is bright!

Note: To avoid potential formatting issues, we require that you submit your resume and cover letter as PDF files.

Note: We use a recruitment tool to reach out to candidates so please check your inbox to ensure our emails are not being filtered as "Social" or "Promotions" (our provider has been notified).