> Markdown version of [/jobs/ext/290193-product-systems-support-lead](https://www.wearedevelopers.com/jobs/ext/290193-product-systems-support-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). --- # Product Systems Support Lead - **Company:** SILVERROCK GROUP LLC - **Location:** Tempe, AZ, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** JIRA, Business Systems, System Configuration, Issue Tracking Systems, Salesforce.Com, SQL Databases, Data Streaming, Twilio, Web Applications, Pega, Genesys, Reliability of Systems, Zendesk, Multiplatform, Servicenow - **Published:** May 31, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a143a45c3a7758e4 ## About the Role 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 ## 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 ## Related Videos - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [20 billion requests a week: Upgrading Twilio's API gateway at scale](https://www.wearedevelopers.com/videos/100234-20-billion-requests-a-week-upgrading-twilio-s-api-gateway-at-scale) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Minimal infrastructure for Real‑Time Phone Agents: transcripts in, responses out](https://www.wearedevelopers.com/videos/1736-minimal-infrastructure-for-real-time-phone-agents-transcripts-in-responses-out) ## 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) - [Promotion Interview Questions: How to Answer and Get the Job](https://www.wearedevelopers.com/magazine/413-promotion-interview-questions-how-to-answer-and-get-the-job) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Should Tech Managers Be Developers First? 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