Software Technical Support Lead

Overview

Big Bear.ai is seeking a Software Technical Support Lead who serves as a subject matter expert and primary technical resource for Big Bear.ai's commercial digital identity software portfolio. This role is responsible for independently managing the full lifecycle of customer support engagements, from initial inquiry through resolution, exercising professional judgment and discretion to deliver tailored solutions across a diverse customer base.

The incumbent provides strategic technical guidance, contributes to the continuous improvement of support processes and product quality, and plays a key role in shaping the overall customer experience.
All candidates must reside in the US
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• Serve as the primary point of contact for customer technical support across all channels
• Independently manage complex and escalated support cases, diagnosing root causes and developing resolution strategies for Big Bear.ai simulation modeling products
• Deliver high-quality, responsive support to all customers, adapting communication style and technical depth to meet the needs of each engagement
• Manage and maintain customer support tracking systems, ensuring thorough documentation, accurate case records, and adherence to service level objectives
• Evaluate customer issues, determine appropriate troubleshooting methodologies, and recommend product configuration or workflow solutions tailored to each customer's unique operational environment
• Independently determine escalation paths and resolution strategies, balancing customer urgency, technical complexity, and resource availability
• Make recommendations to leadership regarding process improvements, knowledge management practices, and tooling enhancements based on firsthand customer interaction data and trend analysis
• Support pre-sales technical discussions and product demonstrations as needed, collaborating with sales and customer success teams to ensure alignment between customer expectations and product capabilities
• Identify recurring themes, trends, and gaps in customer inquiries and support cases to recommend actionable improvements to support workflows, knowledge base content, and product documentation
• Contribute to a culture of continuous learning within the support function by sharing insights from complex case resolutions and customer interactions
• Maintain deep, current expertise in the full Big Bear.ai digital identity product portfolio
• Responsible for scheduling after hours 24/7 support
• Regular reporting and analysis of support trends

• Bachelor's degree in Manufacturing Engineering, Systems & Industrial Engineering, Computer Science, or a related technical discipline
• Minimum of 2-5 years of progressively responsible experience in technical support
• Demonstrated ability to independently manage complex, multi-faceted technical issues from identification through resolution with minimal supervision
• Strong proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• Excellent written and verbal communication skills with the proven ability to convey complex technical concepts to diverse, non-technical and technical audiences
• Strong analytical and problem-solving skills with the ability to synthesize customer feedback into actionable recommendations

• Hands-on experience with BBAI digital identity solutions
• Experience contributing to the development of support processes, knowledge management systems, or standard operating procedures

Big Bear.ai is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity. Customers and partners rely on Big Bear.ai's predictive analytics capabilities in highly complex, distributed, mission-based operating environments. Headquartered in McLean, Virginia, Big Bear.ai is a public company traded on the NYSE under the symbol BBAI. For more information, visit (Use the "Apply for this Job" box below). and follow Big Bear.ai

on Linked In:  and X: @Big Bearai.

Big Bear.ai is an Equal opportunity employer all protected groups, including protected veterans and individuals with disabilities.