Technical Support Team Lead

Who We Are

For more than 20 years, Nomis has pioneered pricing optimization solutions for the world’s largest banks and credit unions. Today, we’re redefining what’s possible with a single, integrated platform that unifies customer insights, product strategy and pricing execution to deliver the personalized financial solutions modern consumers expect.

Driven by analytical excellence and a passion for data, we’ve moved beyond point solutions to deliver a comprehensive platform that enables financial institutions to truly understand their customers and proactively meet evolving needs.

Who We Need

Nomis Solutions is seeking an exceptional Technical Support Team Lead to build and guide a high-performing support team that delivers exceptional service to our enterprise customers. You are a natural coach and mentor with deep technical expertise who can seamlessly move between hands-on troubleshooting, team development, and strategic process improvement. You're passionate about solving complex technical problems, driven by the impact your team has on customer success, and eager to establish yourself as a trusted advisor to both your customers and your team. This is a high-impact role with the opportunity to shape both the technical direction of our support function and the professional growth of your team members.

What’s in it for you?

Leadership opportunity. Strategic impact. Technical depth. You're looking for more than just a management role—you're looking to build something meaningful. In this position, you'll lead support operations while working directly with some of the largest financial institutions in North America. You'll join a fast-growing, nimble company with vision and depth, where your expertise in technical support, team development, and customer relationships positions you as a critical link between customers and product evolution. Your voice will help shape product improvements, your leadership will drive team excellence, and your technical acumen will elevate both customer satisfaction and support operations.

Chance to make your mark. This is a unique opportunity to build and lead a support function that directly impacts how enterprise customers experience our platform. You'll work alongside executive leadership, influence the direction of our product roadmap through customer insights, and establish yourself as a recognized expert in technical support excellence. Your ability to balance strategic thinking with hands-on problem-solving will be recognized and rewarded.

Win as a team. You won't go it alone. You'll lead a talented support team while collaborating across product, engineering, and customer success. This is a highly collaborative environment that challenges the status quo, shares insights freely, and leverages cutting-edge technology to transform how financial institutions do business.

What you will do

Lead with Strategic and Technical Expertise

• Serve as the technical expert and trusted advisor, guiding your team and the broader organization in support best practices, enterprise software troubleshooting, and customer service excellence
• Drive the innovation and development of new support processes, automation strategies, and knowledge management systems that ensure Nomis remains at the cutting edge of technical support
• Coach and develop your team, fostering their technical growth and ensuring they deliver high-quality, empathetic support that meets both customer needs and SLA commitments
• Champion continuous learning within your team, creating opportunities for skill development and staying current with product updates and industry trends
• Build and maintain the support knowledge base, transforming complex technical issues into clear, actionable documentation

Own Support Operations and Team Performance

• Oversee and actively participate in queue management, ticket assignment, and escalation coordination, ensuring the team responds with both technical accuracy and customer empathy
• Set clear objectives and provide hands-on leadership to ensure your team delivers timely, effective solutions while maintaining strong customer relationships
• Balance strategic oversight with tactical execution—knowing when to zoom out for process improvements and when to dive into critical customer issues alongside your team
• Establish and maintain weekly reporting on customer issue trends, team performance metrics, and improvement recommendations for senior leadership
• Manage weekly team meetings, shift schedules, and resource allocation to ensure optimal coverage and team effectiveness
• Operate as the Zendesk administrator, implementing automation, macros, and workflows that reduce manual effort and improve efficiency

Drive Customer Success Through Technical Excellence

• Take ownership and accountability for customer satisfaction, directly contributing to resolution quality and speed
• Participate actively in critical customer meetings, representing Nomis in discussions about technical issues, status updates, and resolution plans with customer technical teams
• Translate complex technical challenges into clear business language that resonates with both technical and executive stakeholders
• Work collaboratively with Product and Engineering teams to prioritize customer issues, lead post-mortem reviews for major incidents, and advocate for product improvements based on support trends
• Monitor telemetry and customer health scorecard metrics, producing monthly reports that identify symptomatic or repeat issues and recommend proactive actions
• Manage customer upgrades including communication, scheduling, and deployment coordination around release cycles

Ensure Technical Quality and Process Excellence

• Lead advanced troubleshooting for complex software issues including configuration, customization, performance, integration, and usability challenges
• Apply SQL expertise to write queries for diagnostics and mentor team members in advanced database querying
• Analyze API logs using monitoring tools to diagnose issues in API performance, error responses, and traffic patterns
• Review and approve high-impact customer communications, ensuring technical accuracy and appropriate tone
• Monitor ticket closures to verify proper documentation, resolution steps, and knowledge capture
• Develop, maintain, and continuously improve Standard Operating Procedures to ensure consistent, efficient, and customer-first processes
• Contribute to InfoSec and compliance inquiries from customers with professionalism and thoroughness

Be Proactive and Drive Innovation

• Identify skill gaps within the team and create targeted training plans based on ticket trends and emerging technologies
• Analyze data and patterns to determine long-term efficiencies and advocate for product roadmap improvements
• Lead adoption of AI tools and automation to reduce manual work and improve team productivity
• Demonstrate resilience and adaptability when priorities shift, maintaining team morale and modeling positive problem-solving
• Stay current and maintain deep understanding of Nomis products, becoming a subject matter expert who can mentor others

What you bring

Must-Haves:

• 6+ years of experience in a customer support organization handling L1, L2, or L3 issues for a B2B SaaS application
• Experience in a management or leadership role within a customer support team, with proven ability to coach, develop, and motivate team members
• Experience building and scaling support processes and documentation from the ground up or through significant transformation
• A customer-focused mindset motivated to solve complex problems for enterprise customers with application customizations and advanced configurations
• Strong analytical and problem-solving skills with the ability to multi-task, understand shifting priorities, and demonstrate ownership in ambiguous situations
• Comfort with change and willingness to lead change management through the organization, modeling adaptability for your team
• Technical knowledge and practical experience with core development technologies including Java, JavaScript, MySQL, NoSQL, and Python
• Familiarity with architecture structures and cloud applications including AWS, AWS S3, AWS CloudWatch, Sumologic, Snowflake
• ITIL or similar service management framework knowledge applied to real-world support operations
• Excellent and responsive communication skills with experience managing and developing remote teams
• Thrives in a collaborative, cross-functional environment, working effectively with Product, Engineering, and Customer Success teams
• Proactively seeks feedback and opportunities for continuous improvement, modeling a growth mindset for the team

Nice-to-Have:

• Understanding of banking/financial institutions and their products (loans, deposits, auto finance, business banking) and pricing
• Experience with Zendesk administration and optimization
• Track record of implementing automation or AI-driven support improvements

The target compensation for this role is $80-100K USD.

Need any more reasons to join us?

At Nomis, we believe in the power of being:

Be Brave – Challenge everything, including yourself.  We all make mistakes and it’s ok because we learn from them. 

Own The Outcome – Doing the right thing usually means doing the hard thing.  We always act with integrity. 

Listen with Every Muscle – We first listen and seek to understand then act with purpose. 

Develop our Community – Trust is our foundation.  Diversity makes us stronger.  Always be yourself. 

It’s a place where everyone has access to senior leadership and has their voice heard. We foster a supportive, motivational environment with a powerful sense of camaraderie. With a highly competitive salary, annual bonus, 3 weeks paid vacation for everyone, full benefits, a remote work environment and a flexible work schedule, this is the company to learn fast, follow your passion, and be part of a rewarding culture.

If you want to be part of our mission and you want to expand the impact your work makes, join us. Interested but not sure you meet all of the qualifications? We believe that skills and experience are acquired in different ways; if you have 70% of what we are looking for, go ahead and submit your resume - we promise to take a look. 

Nomis Solutions is an equal opportunity employer committed to creating a safe, diverse and inclusive environment.  We encourage qualified applicants of all backgrounds including ethnicity, religion, disability status, gender identity, sexual orientation, family status, age, nationality, and education levels to apply.  If you are contacted for an interview and require accommodations during the interviewing process, please let us know.