Technical Service Team Lead

Position Information

Title:

Technical Service Team Lead
Department: 45

Drives Technical Service (USA)
Company: 45

Drives Ltd.

Location:

Wilmington, North Carolina
Work Arrangement:
On-site

Employment Type:

Full-Time, Permanent (40 hours/week)

Shift: Day Shift
Level: Experienced

45

Drives is changing the way organizations store data. Instead of locking customers into proprietary software, we build enterprise storage solutions using open-source software and commodity hardware—giving customers flexibility, transparency, and long-term value without vendor lock-in. 45

Drives is part of Protocase Inc., an innovative manufacturing and technology company with more than 400 employees serving over 16,000 customers worldwide, including organizations such as NASA, Boeing, Google, Apple, Microsoft, MIT, and many more.

Learn More:

Great customer experiences start with great leaders. As our Technical Service Team Lead, you’ll support and guide a team responsible for helping customers troubleshoot, optimize, and succeed with their enterprise storage solutions. This is a leadership role, but it’s also a hands-on technical position. You’ll coach and mentor team members, help resolve complex customer issues, improve support processes, and work closely with Engineering, Sales, Product Development, and other departments to deliver an exceptional customer experience.

If you’re someone who enjoys helping people grow just as much as solving technical challenges, this role offers the opportunity to make a lasting impact on both our customers and our team.

• Coach, mentor, and support members of the Technical Service team.
• Help resolve escalated customer issues involving enterprise storage solutions.
• Support team performance through regular feedback, coaching, and development.
• Improve technical support workflows, communication, and operational efficiency.
• Collaborate with Engineering, Product Development, Sales, and other departments to solve complex customer challenges.
• Translate technical concepts into clear, easy-to-understand explanations for customers.
• Foster a positive, collaborative, and customer-focused team environment.
• Stay current with storage technologies, Linux, networking, and enterprise infrastructure trends.
• Monitor team priorities to ensure timely, high-quality customer support.
• Identify opportunities to improve internal documentation, knowledge sharing, and support processes.
• Lead by example through technical expertise, professionalism, and outstanding customer service.

• Education: Degree, diploma, or equivalent experience in Information Technology, Computer Science, Engineering, or a related technical field.
• Experience:
  • Experience providing technical support or systems administration.
  • Experience leading, coaching, mentoring, or supporting technical teams.
  • Experience troubleshooting Linux systems or enterprise infrastructure environments.
  • Experience managing or assisting with technical escalations.
  • Experience collaborating across multiple departments to solve customer challenges.
• Technical
  
  Skills:
  
  
  • Strong customer communication and relationship-building skills.
  • Excellent troubleshooting and analytical problem-solving abilities.
  • Solid understanding of Linux and enterprise infrastructure environments.
  • Ability to explain complex technical concepts clearly to both technical and non-technical audiences.
  • Strong organizational and time management skills.
  • Leadership skills with the ability to motivate, coach, and develop others.
  • Continuous improvement mindset with a passion for customer success.
• Certifications / Licences: None required.
• Other Requirements:
  • Must be legally authorized to work in the United States.
  • Ability to work full-time on-site in Wilmington, North Carolina.

• Experience leading technical support or service desk teams.
• Experience supporting enterprise storage, Linux, or infrastructure environments.
• Familiarity with open-source technologies such as ZFS, Ceph, Proxmox, or similar platforms.
• Experience developing technical documentation or knowledge bases.
• Experience improving support processes or customer service workflows.
• Strong coaching and…