About this role
Shape the Future of Work with Eptura At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower over 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe. Job Description As the Associate Technical Lead , you need to excel at customer service and technology. You are responsible for working with clients, answering support requests by phone, email, and in-app communication channels. We have a hands-on culture and expect you to roll up your sleeves and help tackle any problem that stands in the way of customers’ success. To do this, you will learn how to use and configure our software and will also learn about our clients’ more complex needs and business processes. You will be expected to use this knowledge to effectively take ownership of advanced support requests and see them through to resolution. While many requests are handled individually, Customer Support is a highly collaborative team, and you will frequently work with and learn from your team members, while also escalating tickets to development teams and others. Please Note: This is an individual contributor role with no direct reports. While this role leads technical efforts and collaborates across teams, it does not include people management responsibilities. Own Premium Support Cases: Lead complex and high-impact customer issues from triage through resolution, maintaining clear priorities, actions, risks, ownership, and communication. Act as a Subject Matter Expert: Resolve advanced configuration, integration, data-flow, performance, and application issues across cloud and hosted environments. Lead Technical Investigations: Use application and infrastructure logs, Azure Application Insights, Log Analytics, SQL queries, API diagnostics, and network tools to isolate and resolve issues. Drive Root-Cause Analysis: Identify immediate remediation, validate resolution, and surface recurring patterns, wider risks, and preventive actions. Lead Customer Communication: Translate complex technical findings into clear business impact, recovery plans, and next steps for technical and non-technical stakeholders. Collaborate Cross-Functionally: Work closely with Product, Engineering, Cloud Operations, Customer Success, and other teams to progress escalations and remove blockers. Mentor Support Engineers: Provide case reviews, troubleshooting guidance, technical coaching, and practical knowledge sharing. Improve Knowledge and Readiness: Create and maintain knowledge articles, runbooks, case studies, troubleshooting guides, and reusable diagnostic content. Maintain Process Accuracy: Keep support cases, incidents, escalation records, and RCA documentation accurate and current in Salesforce Service Cloud, Jira, ServiceNow, or related systems. Support Operational Coverage: Contribute to premium support readiness, reviews, on-call coordination, and continuous improvement of support processes and tools.