Software Support Team Lead - Workforce Management

Role overview Lead a technical and scripting support team serving customers and service partners who use workforce management software. The role blends people leadership with hands-on troubleshooting, custom scripting, and coordination of software defect investigations, with a focus on turning customer needs into practical solutions and improving support quality.

Responsibilities - Coordinate team workload and technical priorities, coach analysts, and review support cases. - Handle complex or high-impact escalations and help the team meet service commitments. - Scope, prioritize, test, write, and review custom scripts using a proprietary scripting language. - Investigate issues spanning software, time-clock hardware, APIs, networks, and third-party integrations. - Lead defect triage and work with development teams to investigate and progress potential bugs. - Improve case documentation, track support performance through reports, and build reusable team guidance. - Coordinate with product, development, customer success, and professional services teams on recurring issues. - Take part in a holiday and weekend on-call rotation.

Requirements - Experience with time and attendance or time and labour technology; payroll or workforce management service experience may be relevant. - Technical support leadership experience, including coaching analysts and handling complex customer escalations. - Ability to troubleshoot across software and related hardware, APIs, networks, or integrations. - Scripting skills, including the ability to assess and deliver custom scripting requests. - Strong case documentation, prioritization, and communication skills.

Benefits and work setup - Candidates in Central or Mountain time zones are preferred; Eastern and Pacific locations may also be considered. - Working hours align with the local time zone: 10 a.m.–7 p.m. Central, 9 a.m.–6 p.m. Mountain, 11 a.m.–8 p.m. Eastern, or 8 a.m.–5 p.m. Pacific. - The role includes on-call coverage during holidays and weekends.