Lead Technical Support Engineer

Lead Tech Support Engineer is the highest technical escalation point within the IT Service Desk function, responsible for resolving the most complex, critical, or specialized issues affecting enterprise users and infrastructure. This role combines deep technical expertise with leadership and coordination skills, performing advanced troubleshooting, system analysis, and collaborating directly with vendors, system architects, and engineering teams to resolve high-impact incidents and implement long-term solutions. 

As a technical leader, the Lead Tech Support Engineer provides mentorship to Tier and Tier support teams, helps shape support practices, and contributes to the design and improvement of systems and support models. The ideal candidate is a seasoned IT professional with a passion for solving tough problems, optimizing systems, and elevating the service desk’s impact on enterprise operations. 

Key Responsibilities: 

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