Technical Support Lead

About DashFuel
DashFuel‘s platform empowers fuel marketers and distributors who are moving fuel ultimately to places like gas stations and construction sites—keeping America running 24/7/365. We provide the latest technology to streamline all of your logistics and operations in one place.

Where we are now:
We are a VC backed startup, we have an excellent product, a tight-knit team, and a strong customer base with high satisfaction. We are looking to scale to the next level by adding strong individual contributors who can help support our ever-evolving operations.

Who we are looking for: You are hard working, hungry, growth-minded, and a self-starter.

What you will do:

• Own the entire DashFuel support ecosystem.
• Provide world-class day-to-day support.
• Field support via help desk, email, phone, and text.
• Triage, troubleshoot and diagnose tickets.
• Answer questions and resolve issues on your own when possible.
• Quickly escalate issues that require further development to the Engineering team.
• Create product development tickets and follow them to completion.
• Proactively identify trends/opportunities for improvement and take initiative to make change.
• Manage and enhance our support motion, knowledge base, and internal documentation.
• Develop SLAs, dashboards, reports, and KPIs for support performance.
• Evaluate and implement support technology.

Qualifications:

• Minimum of 5+ years of work experience in a customer-facing support role, preferably in a B2B SaaS space
• Experience working closely with Product and Engineering teams
• Experience reading logs and debugging APIs
• Strong troubleshooting and problem-solving skills
• Excellent communication skills with technical and non-technical audiences
• Experience with Help Desk software and SaaS products
• Experience with tools like Linear, AI, Google Workspace, HubSpot, and Slack is a plus
• Fuel logistics or oil and gas experience is a plus
• Based in the US – Preferably in the Eastern or Central time zone
• English speaking

What we offer aka the Benefits:

• Competitive salary and equity
• 100% remote company
• Unlimited PTO
• Medical/Dental/Vision insurance benefits
• 401(k) with employer match
• No travel required