> Markdown version of [/jobs/ext/2279904-technical-support-team-lead](https://www.wearedevelopers.com/jobs/ext/2279904-technical-support-team-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Team Lead - **Company:** Paylocity - **Location:** Cottage Grove, WI, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Office, SAP (Applications) - **Published:** August 28, 2026 - **Apply:** https://recruiting.paylocity.com/Recruiting/Jobs/Apply/4458786 ## About the Role * High school diploma or equivalent * 12-18 months of Customer Technical Support experience with Johnson Health Tech North America * Experience utilizing Microsoft Office applications, CRM platforms, and SAP * Strong written and verbal communication skills * Ability to work on-site as required by business needs, * Previous mentoring, coaching, lead, or supervisory experience * Experience working with third-party service or portal integrations * Experience supporting technical troubleshooting and customer issue resolution in a fast-paced environment What Makes You a Great Fit You may be a strong candidate if you are: * A natural problem solver who enjoys diagnosing and resolving complex issues * Comfortable being the person others turn to for guidance and support * Collaborative and effective at building relationships across teams * Highly organized with exceptional attention to detail * Calm and professional under pressure * Accountable, dependable, and motivated to see problems through to resolution * Adaptable and comfortable in a fast-paced environment where priorities can change quickly * Passionate about continuous learning, process improvement, and helping others succeed ## Description At Johnson Health Tech North America, delivering a best-in-class customer experience starts with having knowledgeable people who are passionate about solving problems and helping others succeed. We're looking for a Technical Support Team Lead to serve as the primary technical resource for our Customer Technical Support team, providing guidance, expertise, and support to both our frontline agents and customers. This is an ideal opportunity for someone who enjoys troubleshooting complex issues, mentoring peers, collaborating across departments, and making a direct impact on both customer satisfaction and team success. While this is not a supervisory role, you'll play a critical leadership role within the department as a trusted resource and subject matter expert. What you'll do: As a Technical Support Team Lead, you'll serve as the bridge between frontline support teams, internal departments, service providers, and customers by: * Acting as the first point of contact and technical expert for Customer Technical Support agents * Assisting team members with complex troubleshooting, diagnostics, and customer situations * Researching and resolving escalated product, service, and technical issues * Supporting customers, technicians, and business partners through effective communication and follow-up * Guiding agents on processes, procedures, and best practices to ensure consistency and quality * Monitoring team activity and helping frontline agents stay on track with schedules, priorities, and workloads * Coordinating with internal departments to drive resolution on customer concerns * Creating parts orders, scheduling service technicians, and gathering necessary billing information * Maintaining accurate customer records and case documentation * Supporting service provider requests and helping facilitate successful service outcomes * Identifying opportunities for process improvements and sharing recommendations with leadership * Providing backup support to customer-facing queues when business needs require What Success Looks Like In this role, you'll be successful when you: * Become a trusted technical resource for the Customer Technical Support team * Help resolve customer issues quickly, accurately, and professionally * Maintain strong relationships with internal partners and service providers * Support team performance through coaching, collaboration, and knowledge sharing * Contribute to operational improvements that enhance the customer experience * Help the team consistently achieve key service and quality metric ## Related Videos - [Independently together: how micro-applications improve developer experience + app performance](https://www.wearedevelopers.com/videos/452-independently-together-how-micro-applications-improve-developer-experience-app-performance) - [Recruitment Reinvented: Bold strategies and the $10K signing incentive](https://www.wearedevelopers.com/videos/1068-recruitment-reinvented-bold-strategies-and-the-10k-signing-incentive) - [Replacing Excel with SAP APIs & Python validation](https://www.wearedevelopers.com/videos/1944-replacing-excel-with-sap-apis-python-validation) - [Hiring Technical Leaders: Promote from Within or Go External?](https://www.wearedevelopers.com/videos/100167-hiring-technical-leaders-promote-from-within-or-go-external) - [Successful talent development: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1002-successful-talent-development-a-joint-journey-of-executives-and-talents) - [Snappy UI needs no Single-Page Application](https://www.wearedevelopers.com/videos/904-snappy-ui-needs-no-single-page-application) ## Related Articles - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Should Tech Managers Be Developers First? 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