Role Description As our Customer Support Team Lead, you are the operational anchor for your assigned vertical. You bridge the gap between technical software support and project management. You are responsible for the technical support and "Plan vs. Actual" of every job—ensuring installations and support cases are not only solved technically but executed with a first time right approach, within budget and SLA. The position is fully remote and the working hours are 12:00 PM - 8:00 PM PST. - People & Performance Management: - Ensure that Tier 1 and Tier 2 agents are hitting the overall SLA of 90% for ticket resolution. - Manage nuanced SLAs for priority accounts in a consistent and autonomous manner. - Installation Management: - Manage the flow of installations across verticals to ensure SLA compliance. - Collaborate with the Vertical Operations Manager on projections. - Identify and order necessary parts. - Provide real-time software support during the installation phase. - Support & Incident Resolution: - Handle support tickets from start to finish. - Act as the primary communicator to Customer Success Managers (CSM), Field Service Engineers (FSE), or other relevant stakeholders (Tier 3). - Determine resolution paths based on Severity/Priority. - Execution & Budget Ownership: - Track OKR and real-time "budget vs. actual" for every project. - Monitor hours and costs for each work order and immediately escalate deviations. - Execute "Path to Autonomous Scale": - Support the strategic transition from manual support to automated "self-healing" systems. - Standardize SOPs and implement AI agents over time. - Cross-Functional Collaboration: - Work closely with Customer Success, Product, R&D, and Operations to resolve complex escalations. - Provide feedback on system stability. Qualifications - 3+ years of experience in Technical Support (Tier 2+) or Technical Operations. - Strong analytical skills with experience tracking project budgets, hours, and SLAs. - Experience creating SOPs and technical documentation to drive process standardization. - Technical proficiency in troubleshooting software/hardware integrations (Linux, Networking, SQL basics). - Experience using ticketing systems (e.g., Jira Service Management, Salesforce) and CRM tools. - Ability to manage logistics (ordering parts, scheduling resources) and communicate effectively with stakeholders. - Willingness to work between the hours of 12:00 PM and 8:00 PM PST (The position is fully remote). Requirements - A "System Builder" mindset: Someone who proactively looks to automate repetitive tasks rather than just fixing them. - Experience leading a support team or a remote technical team. - Proficiency in Salesforce Field Service (SFS) and inventory management systems. - Background in IoT, SaaS, or automotive technology. Benefits - Competitive Medical, Dental, Vision. - Company 401k Match. - 20 PTO days, Company paid holidays. - Career growth as we scale across the US. Compensation UVeye provides salary ranges that comply with the New Jersey State Law on salary transparency in job advertisements. Actual salaries depend on a variety of factors, including experience, qualifications, skills, location, education, and operational needs. The annual base salary range for this position is $100,000 - $120,000. Why UVeye - Pioneer Advanced Solutions: Harness cutting-edge technologies in AI, machine learning, and computer vision to revolutionize vehicle inspections. - Drive Global Impact: Your innovations will play a crucial role in enhancing automotive safety and reliability, impacting lives and businesses on an international scale. - Career Growth Opportunities: Participate in a journey of rapid development, surrounded by groundbreaking advancements and strategic industry partnerships.