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Technical Service Team Lead

Position Information

Position Title: Technical Service Team Lead
Department: 45Drives Technical Service (USA)
Company: 45Drives Ltd.
Location: Wilmington, North Carolina
Work Arrangement: On-site
Employment Type: Full-Time, Permanent (40 hours/week)
Shift: Day Shift
Level: Experienced

About Us

45Drives 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.

45Drives 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:

• https://www.45drives.com

About the Role

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.

What You'll Do

• 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.

What You Need (Required Qualifications)

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 is considered as an asset.
• 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.
• Understanding of Linux and enterprise infrastructure environments is considered as an asset. 
• 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.

What Would Be Considered an Asset (Nice-to-Have Qualifications)

• 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 mentoring abilities with a passion for developing people.
• IT certifications such as Linux+, RHCSA, CompTIA Server+, or similar.

What Success Looks Like

Within your first year, you will:

• Build a high-performing, collaborative Technical Service team that consistently delivers exceptional customer experiences.
• Improve support workflows, communication, and operational efficiency.
• Become a trusted technical resource for both customers and internal teams.
• Successfully coach and develop team members while helping them grow their technical and professional skills.
• Reduce escalations through proactive problem-solving, knowledge sharing, and continuous improvement.
• Strengthen collaboration between Technical Service, Engineering, Product Development, and Sales to improve the overall customer experience.

Why Us?

At 45Drives, we believe in recognizing and rewarding people who help others succeed.

Our starting annual total compensation package—including base salary and performance incentives—ranges from $65,410 - $80,100 USD, depending on experience.

In addition, you can look forward to:

Training & Growth: Leadership development, technical training, coaching opportunities, and clear pathways for career advancement.

‍⚕️ Comprehensive Health Care: Medical, Dental, Life Insurance, and Group Insurance available after two months of full-time employment.

401(k): Build your future with access to our company retirement savings plan.

️ Vacation: Start with two weeks of paid vacation, increasing to three weeks after three years and four weeks after five years.

Community Discounts: Access exclusive deals at local businesses.

️ Wellness Support: Participate in wellness initiatives and enjoy access to a gym membership.

Social Events: Join a growing team that values collaboration through team lunches, seasonal celebrations, and company events.

Wilmington Lifestyle: Enjoy life in a vibrant coastal city with beautiful beaches, historic charm, and a thriving technology community.

If you're passionate about developing people, solving technical challenges, and creating exceptional customer experiences, we'd love to hear from you.