Technical Support Lead Job Bend area,Oregon USA,IT/Tech

Technical Support Lead

Pride Staff, a staffing company based in Bend Oregon is seeking an Technical Support Lead to support a growing team for a manufacturing company local to Bend. This role is ideal for someone who enjoys solving customer problems, improving support processes, and working across teams to deliver a high-quality customer experience.

The Technical Support Lead will serve as a senior support resource, helping customers troubleshoot technical issues related to Windows-based software configuration, networking, installation, and power monitoring products. This person will help improve support workflows, contribute to case management best practices, and partner with internal teams to ensure customer issues are resolved effectively and professionally.

What You’ll Be Doing:

Providing professional technical support to customers by phone, email, and support systems
Answering customer questions and troubleshooting issues related to Windows-based software configuration, installation/setup, networking/connectivity, and monitoring products
Managing and documenting support cases clearly and accurately in Zendesk and, over time, Salesforce Service Cloud or a similar platform
Following up with customers to ensure issues are resolved in a timely and professional manner
Escalating complex issues to engineering, product, or service teams as needed
Helping improve support processes, internal documentation, and customer-facing resources
Tracking common customer issues and surfacing trends to internal stakeholders
Supporting KPIs related to responsiveness, ticket resolution, ticket volume, and customer satisfaction
Partnering with customer success, sales, and solutions engineering to support smooth customer handoffs and identify expansion opportunities
Contributing to the development of support automation, AI bot training, and other tools that improve efficiency and customer experience
Supporting the successful launch and ongoing customer 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 support customers with configuration, installation, and connectivity troubleshooting
Ability to explain technical information clearly to both technical and non‑technical audiences
Strong communication, organization, 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

Nice‑to‑Haves:

Experience with Salesforce Service Cloud or a similar customer support / case management platform
Experience with AI bot training, support automation, or workflow automation
Experience partnering with solutions engineering and sales to support strong handoffs and identify follow‑on opportunities
Experience creating or maintaining knowledge bases, help center content, or support documentation
Familiarity with reading technical specifications, submittals, engineering takeoffs, or related project documents
Basic understanding of electrical systems, networking, or connected hardware/software products
Familiarity with Jira, Confluence, or similar internal collaboration tools
Prior experience in technical support, field service, electronics, electrical products, or energy‑related industries

Career Growth:

This role is intended to serve as a leadership position within the evolving support organization, with a clear pathway to Technical Support Manager as the team and function continue to grow.

Work Schedule:

Full‑time, Monday to Friday
Onsite in Bend, OR

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