Technical Support Team Lead

IRIS Software Group · United States

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About IRIS

IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms.

We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.

About the Role

We are seeking a hands-on Team Lead to guide the Swipeclock Technical and Scripting Support Team. This role combines day-to-day team leadership with advanced technical support, custom scripting, customer advocacy, and cross-functional problem solving.

You will serve as the first point of contact for escalations while remaining actively engaged in assessing customer needs, troubleshooting software, hardware, and third-party integrations, and developing custom solutions using Swipeclock's proprietary scripting language. You will also coordinate bug triage, strengthen case quality, and help clients and partners use our applications effectively.

This opportunity is well suited for a technical support professional who enjoys coaching others, writing and reviewing code, solving complex timekeeping challenges, and translating business needs into practical customer solutions.

What You'll Do

Leadership & Team Development

• Provide day-to-day leadership, workload coordination, and technical direction for the Technical and Scripting Support Team.

• Coach and mentor analysts through regular feedback, case reviews, knowledge sharing, and hands-on problem solving.

• Foster accountability, collaboration, continuous learning, and a strong customer focus.

• Balance queue priorities, monitor service levels, improve workflows, and ensure team alignment with company SLA metrics.

Customer & Partner Support

• Support Channel Partners and clients through Salesforce Service Cloud by assessing needs, scoping requests, and guiding effective use of Swipeclock applications.

• Serve as the first point of contact for customer escalations and high-impact support situations.

• Communicate complex issues and resolutions clearly by phone and email, including service issues, defects, enhancement requests, workarounds, and remediation plans.

• Make informed recommendations related to software, clock hardware, documentation, and solution design.

• Partner with Customer Success and Account teams to address customer risk and support retention.

Scripting & Technical Solutions

• Lead scripting request intake, scoping, prioritization, testing, validation, delivery, and customer communication.

• Write and review custom scripts using Swipeclock's proprietary language to tailor solutions to customer needs.

• Apply programming and software-development concepts to analyze requirements, identify appropriate approaches, and collaborate effectively with technical teams.

• Troubleshoot issues involving Swipeclock software, clock hardware, APIs, networking concepts, and third-party integrations.

• Help establish consistent scripting documentation, testing practices, and implementation standards.

Case Management, Knowledge & Escalation

• Analyze and resolve support cases in Salesforce Service Cloud and maintain complete, accurate case documentation in accordance with department workflows.

• Clearly identify the reported problem, troubleshooting performed, root cause when known, solution, and required follow-up.

• Perform advanced analysis and troubleshooting before escalating issues to Development.

• Contribute new ideas and reusable content to the knowledge base, internal documentation, and analyst training materials.

• Participate in the holiday and weekend on-call rotation.

Bug Triage & Cross-Functional Collaboration

• Lead bug triage and represent Support in cross-functional reviews.

• Partner with Development to investigate, document, prioritize, and progress software defects.

• Collaborate with Product Management on enhancement requests, recurring issues, and customer-impact feedback.

• Work with Customer Success and Professional Services to coordinate ownership, status communication, and customer outcomes.

• Support root-cause analysis and use recurring issue patterns to improve product quality and support readiness.

Reporting & Operational Improvement

• Use Salesforce CRM as the system of record for customer issues and support activity.

• Develop and maintain reports, dashboards, and operational metrics for queue health, escalations, service levels, backlog, case quality, and customer outcomes.

• Identify trends and present actionable observations to support leadership and cross-functional partners.

• Promote consistent case-management, documentation, and workflow standards across the team.

What We're Looking For

Required Qualifications

• Experience supporting customers in a technical support, SaaS, Time & Attendance, Payroll, HRIS, or related software environment.

• Previous experience providing team leadership, mentoring, senior-level case support, or comparable operational guidance within a technical support organization.

• At least 2 years of customer service or technical support experience.

• Working knowledge of Salesforce CRM or Salesforce Service Cloud, including case management and documentation.

• Strong analytical, troubleshooting, written communication, and verbal communication skills.

• Ability to interact with partners, clients, and internal teams in a clear, professional, and productive manner.

• Ability to manage competing priorities and remain hands-on in a fast-paced, customer-focused environment.

• Completion of two years of college-level coursework in computer science, information technology, or a related field, or an equivalent combination of education and experience.

Preferred Qualifications

• Experience supporting Swipeclock, (WorkforceHub, TimeWorksPlus, ApplicantStack, TimeSimplicity) or similar Workforce Management platforms.

• At least 1 year of programming or scripting experience, with the ability to read, write, test, and troubleshoot code.

• Knowledge of timekeeping, scheduling, labor tracking, attendance management, leave and accrual tracking, and payroll integrations.

• Experience with custom scripting, APIs, automation, and third-party application integrations.

• Familiarity with C# or comparable programming concepts, along with experience using a proprietary scripting language.

• Basic knowledge of networking concepts and clock hardware support.

• Experience with software defect management, bug triage, root-cause analysis, and release lifecycle processes.

• Experience creating Salesforce reports or dashboards and using operational data to improve support performance.

• Ability to translate customer business requirements into clearly scoped technical solutions.

Success in This Role Looks Like

• The team receives consistent leadership, coaching, technical guidance, and workload support.

• Customers and partners receive clear communication, accurate solutions, and effective escalation support.

• Scripting requests are properly scoped, prioritized, tested, documented, and delivered with clear expectations.

• Support cases reflect complete troubleshooting, accurate documentation, and appropriate escalation readiness.

• Product defects are effectively triaged and progressed through Development channels.

• Knowledge and technical capability expand across the support team through coaching and reusable documentation.

• Salesforce reporting provides useful visibility into service levels, backlog, escalations, case quality, and customer outcomes.

• Cross-functional partnerships improve customer outcomes, product quality, and support operations.

Why Join Us?

This role offers a unique opportunity to combine people leadership with hands-on technical work. You will directly influence customer success, scripting quality, support operations, and product improvement while helping develop a highly capable technical support team.

Why You’ll Love Working Here

• Impact: Your work will influence millions globally.

• Growth: Continuous learning and career development opportunities.

• Belonging: A culture that celebrates diversity and empowers every individual.
  

Ready to Apply?

Click Apply - we’re excited to learn about your unique perspective and experience. If you need adjustments during the process, let us know. We’re committed to making this opportunity accessible to everyone.

What to expect from our hiring process

Our process is designed to be fair, transparent and straightforward. Stages vary depending on the role — more senior positions may involve additional steps, and some areas include role-specific assessments such as a technical test or case study — but typically you can expect:

1. Application review — we assess your experience and potential

2. Initial call — a short conversation to learn about you and share more about the role

3. Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review

4. Final interview — meet the team and explore how you'll make an IMPACT at IRIS

We'll always walk you through the specific stages at the start of the process so you can prepare with confidence.

If you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.

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