Product Systems Support Lead
Role details
Job location
Tech stack
Job description
In short, as a Team Lead, Product Systems Support you will lead a team responsible for resolving complex operational and system issues across a multi-platform ecosystem while serving as both a technical escalation point and people leader. This role combines hands-on support expertise with leadership responsibilities, including coaching team members, driving operational excellence, improving support processes, and partnering cross-functionally to increase system reliability, team throughput, and customer impact.
In long, as the Team Lead, Product Systems Support, you will be responsible for:
- Leading, mentoring, and developing a team of Product Systems Support Specialists
- Providing day-to-day direction, prioritization, and workload management across the team
- Acting as a senior escalation point for complex, ambiguous, or high-risk incidents and support issues
- Coaching team members on troubleshooting, communication, documentation, and operational best practices
- Driving accountability, performance, and continuous improvement within the team
- Supporting hiring, onboarding, training, and ongoing development of team members
- Creating a collaborative, customer-focused, and solutions-oriented team culture
- Monitoring team performance metrics, identifying trends, and implementing improvements to increase efficiency and service quality
- Helping establish support standards, operating procedures, and escalation frameworks
- Owning high-impact, complex support issues end-to-end, from intake through full and permanent resolution
- Driving root-cause analysis and implementing preventative fixes rather than short-term workarounds
- Managing multiple concurrent priorities in a fast-paced, high-volume environment
- Serving as a first-line systems operator across PCMI, Genesys, Twilio, Pega, Salesforce, Website, and other platforms
- Investigating issues across multiple business systems to identify root causes and cross-system dependencies
- Configuring and optimizing platforms to resolve problems and improve workflows
- Supporting system releases, configuration changes, and feature rollouts
- Leading triage and resolution of critical operational incidents
- Partnering directly with vendors during escalations and driving issues to closure
- Communicating status, risks, and timelines clearly to stakeholders across the business
- Identifying workflow gaps and proposing or implementing scalable process improvements
- Increasing team throughput, efficiency, and documentation quality
- Building and maintaining knowledge base content and repeatable solutions
- Contributing to operational best practices and support standards
- Influencing cross-functional stakeholders and setting clear expectations
Requirements
Do you have experience in Stakeholder relationship building?, Do you have a Bachelor's degree?, * Strong leaders who can motivate, mentor, and develop high-performing teams
- People who demonstrate strong ownership and can operate independently without waiting for direction
- Curious problem-solvers who are comfortable navigating ambiguity and complex systems
- Professionals who can influence stakeholders and drive work across teams and vendors
- Clear communicators who set expectations well and translate complex issues for varied audiences
- Process-minded operators who look for ways to improve how work gets done
- Natural mentors who enjoy supporting teammates and raising the bar for the team
- Calm, resilient individuals who perform well during incidents and high-pressure situations
- Individuals who balance strategic thinking with hands-on execution
The Specifics
- 4+ years of experience in operations, product support, systems support, or similar roles
- 1+ years of leadership, mentoring, or team lead experience preferred
- Bachelor's degree in Business, IT, or a related field (or equivalent practical experience)
- Demonstrated ownership of complex tickets, incidents, or operational workflows
- Experience leading incident response and coordinating cross-functional resolution efforts
- Experience working across multiple business systems and tools
- Hands-on experience with ticketing systems such as Jira, Zendesk, or ServiceNow
- Strong understanding of troubleshooting concepts, web applications, and data flow
- Proven ability to manage multiple projects and competing deadlines
- Strong organizational, communication, and stakeholder management skills
Nice to Have
- Experience working directly with vendors on system or product escalations
- SQL or data query experience
Benefits & conditions
Pulled from the full job description
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Tuition reimbursement
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401(k)
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Health insurance
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Paid time off
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Vision insurance
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Dental insurance
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Life insurance, * Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.
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But Wait, There's More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.
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Growth Opportunities. You grow, I grow, we all grow! But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.
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Tuition Reimbursement. We're as passionate about your professional development as you are. With that, we'll put our money where our mouth is.
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Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!
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Gratitude is Green. We offer competitive pay across the organization, because, well… money matters!
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In-House Gym. We want our employees to be the best versions of themselves. So come early, take a break in your day or finish strong with a workout!
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Give Us a Reason (or not), and We'll Celebrate. Regardless of whether there is a holiday or not, we are finding ways to kick back and enjoy each other's company outside of day-to-day work.
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Smart-Casual Dress. Come dressed in jeans (you'll fit right in with the rest of us).
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Paid Time Off. Not just lip service: we work hard, to play hard! Paid time off includes (for all full-time roles) wellness days, holidays, and good ole' fashioned YOU time! For our Part-timers, don't fear you get some time too...vacation time is available - the more you work, the more you earn!