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Support Team Lead Jobs (NOW HIRING)

Genea

Security L2 Technical Support Team Lead

The (Physical) Security L2 Technical Support Team Lead is the Support Manager's right-hand operator on the L2 team - a working lead who spends the majority of time resolving technical cases while ...

SquareDomain

Support Team (Helpdesk) Lead

Austin, TX · On-site

The Support Team Lead is responsible for supporting and empowering a team of Support Technicians to provide excellent customer service by troubleshooting and resolving customer issues to 300+ clients.

SquareDomain

Support Team (Helpdesk) Lead

Austin, TX

The Support Team Lead is responsible for supporting and empowering a team of Support Technicians to provide excellent customer service by troubleshooting and resolving customer issues to 300+ clients.

FedPoint

Team Lead Operations Support

Portsmouth, NH · On-site

Team Lead, Operations Support Location: On-site (in-office role due to physical mail operations) FedPoint is seeking a driven and experienced Team Lead to oversee the daily operations of our ...

WINESHIPPING COM LLC

Production Support Lead

Earth City, MO · On-site

$17.75 - $24.50/hr

Production Support Team Lead (3) Working with wine is cool. Want to work with wine? Wineshipping is the premier logistics provider for the wine industry, trusted since 1998 to protect our clients ...

Career TEAM

Team Lead

Clearlake, CA · On-site

$55K - $58K/yr

This role supports daily office operations, staff coaching and development, customer service delivery and program quality while maintaining a reduced case load as needed. The Team Lead serves as the ...

Chrysalis

Emergency Support Team Members

Cedar City, UT · On-site

$10.25 - $13.25/hr

Contacting the Emergency Support team Lead staff or Manager; Assisting in the crisis calls during assigned shifts; Completing all documentation and reports required by Chrysalis and the State of Utah;

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How much do support team lead jobs pay per year?

As of Jul 8, 2026, the average yearly pay for support team lead in the United States is $161,189.00, according to ZipRecruiter salary data. Most workers in this role earn between $105,000.00 and $205,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Support Team Lead, and why are they important?

To thrive as a Support Team Lead, you need strong leadership abilities, problem-solving skills, and experience in customer support, often backed by a relevant degree or equivalent experience. Familiarity with ticketing systems like Zendesk or Salesforce, as well as knowledge of CRM tools and reporting platforms, is typically required. Outstanding communication, conflict resolution, and team-motivating abilities help you excel in this role. These skills are crucial for driving team performance, ensuring customer satisfaction, and effectively managing support operations.

What is the difference between Support Team Lead vs Customer Service Supervisor?

AspectSupport Team LeadCustomer Service Supervisor
CredentialsTypically requires experience in support roles, sometimes certifications in customer support or ITOften requires experience in customer service, with some roles preferring supervisory or team lead certifications
Work EnvironmentLeads support teams in technical or product support settings, often in IT, tech, or software companiesSupervises customer service teams in call centers, retail, or service industries
Employer & Industry UsageCommon in tech, IT, software, and technical support industriesCommon in retail, hospitality, and general customer service sectors

The Support Team Lead and Customer Service Supervisor roles both involve overseeing support or customer service teams, but the Support Team Lead typically focuses on technical or product support in tech industries, requiring specific support experience. The Customer Service Supervisor generally manages customer service teams in retail or service sectors, emphasizing customer relations skills. Both roles require leadership abilities but differ in industry focus and technical requirements.

Is a CSA job stressful?

A Customer Service Associate (CSA) job can be stressful due to high call volumes, customer complaints, and the need for strong communication skills. Support team leads often manage these challenges by overseeing team performance and providing training, which can help reduce individual stress levels. The job environment and workload can influence how stressful the role feels for each individual.

What jobs pay 4000 a week without a degree?

Support Team Lead roles typically do not pay $4,000 a week without relevant experience and leadership skills. High-paying roles that can reach this level often require specialized skills, certifications, or extensive experience in fields like sales, technical support, or management, but most such positions also value formal education or industry-specific training. Generally, earning this level of income without a degree involves roles in sales, real estate, or entrepreneurship, rather than support team leadership positions.

What is the salary range for a team lead?

The salary range for a Support Team Lead typically falls between $50,000 and $80,000 annually, depending on experience, location, and industry. Additional compensation may include bonuses, benefits, and opportunities for professional development.

What does a support team lead do?

A support team lead oversees customer support teams, ensuring efficient resolution of client issues and maintaining high service quality. They coordinate team activities, provide training, monitor performance metrics, and often use support tools like ticketing systems to manage workflows.

How does a Support Team Lead typically balance managing team performance with handling escalated customer issues?

As a Support Team Lead, you'll often juggle overseeing your team's daily performance—such as monitoring KPIs, providing coaching, and facilitating training sessions—while also acting as the point of contact for escalated or complex customer issues. This dual responsibility requires strong time management and prioritization skills. Many organizations support Team Leads with tools and regular check-ins, so you can efficiently delegate routine tasks and focus on high-impact interventions both for staff development and customer satisfaction. Successful Support Team Leads foster a collaborative environment, ensuring open communication between team members and other departments like Product or Engineering.
More about Support Team Lead jobs
What states have the most Support Team Lead jobs? States with the most job openings for Support Team Lead jobs include:
Support Team Lead jobs near you
Infographic showing various Support Team Lead job openings in the United States as of July 2026, with employment types broken down into 88% Full Time, 10% Part Time, and 2% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $161,189 per year, or $77.5 per hour.
Security L2 Technical Support Team Lead

Security L2 Technical Support Team Lead

Genea

Remote

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 13 days ago

Job description

About Genea:
As leaders in property technology, Genea provides cloud-based physical security, submeter billing and on-demand HVAC solutions to over 1 million users across 39 countries. But Genea is more than just a workplace. We're a mission-driven team that collaborates, innovates, and engineers the proptech solutions of tomorrow to solve the challenges of today. We pride ourselves on fostering an environment of teamwork, transparency and authenticity, where you can be yourself. But don't take our word for it. Genea has been recognized as a Top Workplace in 2021-2025, with a rating of 4.3 out of 5 stars on Glassdoor. Our team members love our competitive benefits, including 401k matching, PTO, 100% paid parental leave, remote work options, and development/training opportunities.
Job Overview:
The (Physical) Security L2 Technical Support Team Lead is the Support Manager's right-hand operator on the L2 team - a working lead who spends the majority of time resolving technical cases while simultaneously owning the team's daily rhythm, quality bar, and growth. This is not a supervisory role sitting above the work; it is a senior practitioner who sets the pace, models the standard, and ensures the team functions at full capacity with or without the Support Manager in the room.
In addition to handling the most complex service and implementation cases, the Lead owns daily queue triage, after-hours and weekend coverage scheduling, L2-to-L3 escalation quality, and the technical development of L2 team members. The Lead acts as the primary point of accountability for team operations and serves as acting manager when the Support Manager is unavailable.
Duties and Responsibilities
Day-to-Day Operational Ownership
  • Own daily L2 queue triage: prioritize tickets by urgency, SLA exposure, and install-linkage; ensure no ticket ages without owner visibility.
  • Serve as acting lead in the Support Manager's absence - make real-time judgment calls on escalation routing, coverage gaps, and customer communication without requiring manager availability.
  • Enforce channel hygiene across Teams support and onboarding channels; ensure proper routing protocols are followed by all L2 team members and flag drift quickly.
  • Own SLA compliance visibility for the team; surface aging tickets and at-risk cases to the Support Manager proactively.

Coverage Scheduling
  • Own the L2 on-call and after-hours coverage schedule in coordination with the Support Manager; ensure coverage assignments are confirmed before each cutover window, high-risk installation, or enterprise go-live.
  • Serve as the first call when issues arise during after-hours or weekend coverage windows; resolve or escalate as appropriate before involving the Support Manager.
  • Maintain the install-linked coverage tracking model; confirm that technician assignments are logged and FLSA-compliant before each coverage period.

Team Development & Coaching
  • Serve as the primary technical onboarder for new L2 hires: design and deliver structured shadowing, conduct skill gap assessments, and provide readiness sign-off before new team members handle cases independently.
  • Coach L2 team members on escalation urgency standards and technical decision-making; distinguish true L3-required issues from those resolvable within the L2 tier.
  • Run recurring team knowledge sessions - translate resolved L3 tickets, recurring incident patterns, and product updates into practical L2 training and Intercom knowledge base entries.
  • Provide informal performance input to the Support Manager on team members' technical progress, emerging skill gaps, and coaching opportunities; participate in L2 candidate interviews when requested.

Knowledge Management
  • Close the L3 feedback loop: pull learnings from resolved L3 tickets back into the team via knowledge base articles, team briefings, and updated SOPs.
  • Draft and maintain technical procedures, onboarding guides, and channel workflow documentation for use by L1 and L2 technicians.
  • Maintain Intercom technical security content, best practices, and knowledge management answers for both Fin and Copilot (supports L1 team).

Technical Service & Escalation Handling
  • Identify and resolve issues across a wide range of service and implementation calls, including emergency and after-hours requests, applying advanced judgment in selecting methods and techniques.
  • Serve as the final technical escalation point for the L2 team before issues are routed to L3; triage and own all L2-to-L3 escalation decisions, including determining urgency thresholds and documenting context for L3 handoff.
  • Monitor and manage the support and onboarding Teams channels; enforce proper routing protocols and ensure channel hygiene across the team.
  • Perform root cause analysis on recurring or complex system incidents; propose and implement corrective and preventive actions.
  • Provide custom system integrations, system upgrade planning and execution, system audits and consultation, and database management and manipulation.
  • Use advanced troubleshooting skills to isolate and resolve equipment and software malfunctions; escalate to L3 only when resolution requires backend platform access or engineering involvement.

Enterprise & Multi-Site Implementation Support
  • Lead technical support for large-scale and enterprise implementations, including multi-site deployments, controller migrations (e.g., EP to MP controller upgrades), and phased cutovers.
  • Coordinate pre-cutover activities: verify that systems are preprogrammed, staged, and validated before onsite technicians begin installation.
  • Support installations of varying complexity - from small 2-door projects to enterprise campuses with hundreds or thousands of doors - in partnership with third-party integrators.
  • Provide technical guidance for multi-DSR/network environments and complex panel configurations (e.g., 1,700+ ASSA IN120 locks across shared networks).
  • Participate in or lead technical calls with enterprise customers and integration partners ahead of and during critical go-live events; coordinate L3 involvement when technically justified.

Hardware, Firmware & Card Credential Management
  • Install, configure, and support HID and Mercury security systems, Honeywell controllers, ASSA Abloy hardware, and associated access control equipment.
  • Validate firmware compatibility for hardware being onboarded to the Genea platform (e.g., minimum firmware requirements for Mercury & Honeywell controllers); communicate requirements to integration partners ahead of installation.
  • Issue and troubleshoot mobile credentials (MOB keys, wallet keys); diagnose issuance errors and coordinate resolution with the onboarding team or L3 as needed.
  • Support HID Signo reader commissioning, including blank card enrollment procedures.
  • Configure and support elevator access control integrations, including on-demand floor access workflows.

System Integration & Advanced Configuration
  • Configure and troubleshoot third-party integrations including Intercom, camera/video systems.
  • Diagnose and resolve integration-layer issues such as event log delays, sync failures, and API-connected subsystem anomalies.
  • Program and validate access schedules, door behaviors (including one-time door schedules and muster/emergency scenarios), and access group structures for complex customer environments.
  • Review and optimize customer workflows - such as muster report processes - and coordinate with internal teams on platform-level improvements.

Documentation & Reporting
  • Complete accurate and detailed service reports for both customers and Genea in a timely manner to support invoicing and job tracking within the ticketing system (Zendesk).
  • Maintain escalation logs with root cause findings, resolution timelines, and recommended preventive actions.
  • Contribute to L3 unsolved ticket review cycles by providing L2 context, prior troubleshooting steps, and recommended next actions.
  • Perform and document system audits; identify configuration gaps, outdated firmware, or credential inconsistencies across customer environments.

Required Qualifications
  • 10-15+ years of experience in physical security systems, access control, or related field services roles.
  • Deep hands-on experience with physical access control platforms, HID and Mercury hardware, and low-voltage electronic systems.
  • Demonstrated expertise with credential formats and card technologies (HID iClass, Wiegand, OSDP, custom bit formats).
  • Strong understanding of TCP/IP networking, Windows environments, and serial communication protocols (RS232, RS485).
  • Experience supporting enterprise or multi-site implementations in coordination with third-party integrators.
  • Proven ability to manage escalations - both receiving them from L1/L2 and routing them to L3 with appropriate context and urgency.
  • Demonstrated experience in a team lead, senior technician, or informal leadership capacity within a field services or support organization.
  • Excellent written and verbal communication skills; able to translate technical findings for non-technical stakeholders.
  • Proficient in ticketing systems (Zendesk or equivalent), remote management tools, and MS Office suite.
  • Associate degree or equivalent from a two-year technical college, or 10-15+ years of equivalent field experience.

Preferred Qualifications
  • Experience with Genea access control platform or comparable cloud-based access control systems.
  • Familiarity with mobile credential systems (wallet keys, MOB keys) and their issuance workflows.
  • Experience with elevator control integrations and advanced access scheduling.
  • Camera/video integration experience and knowledge of video-access control interoperability.
  • Experience writing or maintaining technical SOPs, onboarding guides, or training documentation.
  • Experience designing or managing on-call rotation schedules or after-hours coverage model

Estimated Salary Range: $120,000-140,000 base salary
The salary range listed is our best estimate based on the role's requirements and market conditions. The final offer may be higher or lower depending on the candidate's experience and qualifications.
In addition, full-time employees are eligible to participate in a comprehensive benefits program that includes medical, dental, and vision insurance; flexible spending accounts (FSA); life insurance; accidental death and dismemberment (AD&D) insurance; long-term disability (LTD) coverage; paid time off (PTO); and a 401(k) retirement savings plan.
Genea participates in E-Verify to confirm the employment eligibility of all new hires working in the United States. For more information about E-Verify, please visit the E-Verify website.

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