Technical Support Lead
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Job Location:
Orlando, FL - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Reports to:Manager Technical Support
Location:Orlando - Hybrid/ 4 days at OneRail HQ/1 day remote
FLSA Status:Exempt (Salary)
Overview
OneRail is seeking a highly motivated and experienced Technical Support Lead to help drive the day-to-day success of our Technical Support team as we continue scaling our fast-growing logistics technology platform. This is a hands-on technical leadership role focused on advanced troubleshooting team mentorship and continuous improvement rather than formal people management. The Technical Support Lead serves as the primary escalation point for complex issues provides day-to-day guidance to team members and helps improve the overall effectiveness of the support function through stronger processes documentation and tooling.
This role exists to strengthen technical support operations as the business grows by improving issue resolution quality enabling the team to work more efficiently and partnering cross-functionally to address recurring platform and customer-impacting issues. The ideal candidate is a proactive technically strong problem-solver who enjoys mentoring others taking ownership of complex challenges and turning ideas into action. This position plays a key role within the Technical Support department and works closely with Product Engineering and IT to improve customer experience and platform stability.
Responsibilities
Serve as the primary technical escalation point for complex high-impact support issues
Troubleshoot advanced issues across systems software integrations and platform functionality
Own complex support cases through resolution ensuring timely follow-up and clear communication throughout the issue lifecycle
Provide day-to-day guidance technical support and knowledge sharing to team members
Mentor team members on troubleshooting techniques best practices and effective customer communication
Partner with Product Engineering and IT to investigate issues identify root causes and implement long-term solutions
Analyze recurring support trends and identify opportunities to improve workflows tooling documentation and team processes
Develop maintain and improve internal SOPs troubleshooting guides and knowledge base documentation
Help define and reinforce standards for triage escalation handling and issue resolution quality
Support customer interactions across phone chat email and other channels as needed
Drive practical process improvements that enhance team performance and customer experience
Perform other related duties as assigned
Qualifications
Demonstrated experience serving as a senior team resource technical escalation point mentor or informal lead
Experience troubleshooting complex systems software applications integrations and customer-impacting issues
Experience working with REST APIs
Strong analytical and problem-solving skills with a proactive ownership-driven mindset
Excellent written and verbal communication skills
Strong customer-facing and stakeholder management skills
Proven ability to prioritize effectively remove blockers and drive process improvements
Bachelors degree bootcamp certificate or equivalent practical experience in Information Technology Computer Science or a related field preferred
Preferred Qualifications
Experience using SQL for data review troubleshooting or querying
Familiarity with JavaScript or another programming language
Familiarity with Agile methodologies
Experience in a fast-paced technology SaaS logistics or platform support environment
Experience creating or improving SOPs troubleshooting documentation and internal knowledge base content
Demonstrated ability to identify recurring issues and implement scalable process improvements
About OneRail
OneRail is a leading omnichannel fulfillment solution pairing best-in-class software with logistics as a service to provide dependability and speed to help businesses meet their delivery promise. With a real-time connected network of 12 million drivers OneRail matches the right vehicle for the right delivery so brands lower expenses and increase capacity to rapidly scale their businesses. This people-plus-platform approach features a 24/7 USA-based exceptions team who maintain a 98% on-time delivery rate. By optimizing fulfillment processes reducing costs and improving order accuracy with store-shelf-to-doorstep visibility OneRail is committed to empowering clients and improving the customer experience.
OneRail was named to the Deloitte Technology Fast 500 two years in a row was ranked 19th in the 2025 FreightTech 25 named for the fifth year in a row to the FreightTech 100 was honored as one of Inc. magazines Best Workplaces 2023 was listed on Forbes lists of Americas Best Startup Employers for the last three years was named to the Inc. 5000 two years in a row and was selected as the Last Mile Company of the Year for the 2024 SupplyTech Breakthrough Awards. To learn more about OneRail visit .
About OneRail
OneRail is a leading omnichannel fulfillment solution pairing best-in-class software with logistics as a service to provide dependability and speed to help businesses meet their delivery promise. With a real-time connected network of 12 million drivers OneRail matches the right vehicle for the right delivery so brands lower expenses and increase capacity to rapidly scale their businesses. This people-plus-platform approach features a 24/7 USA-based exceptions team who maintain a 98% on-time delivery rate. By optimizing fulfillment processes reducing costs and improving order accuracy with store-shelf-to-doorstep visibility OneRail is committed to empowering clients and improving the customer experience.
OneRail was named to the Deloitte Technology Fast 500 two years in a row was ranked 19th in the 2025 FreightTech 25 named for the fifth year in a row to the FreightTech 100 was honored as one of Inc. magazines Best Workplaces 2023 was listed on Forbes lists of Americas Best Startup Employers for the last three years was named to the Inc. 5000 two years in a row and was selected as the Last Mile Company of the Year for the 2024 SupplyTech Breakthrough Awards. To learn more about OneRail visit .
Required Experience:
Manager
About Company
OneRail provides comprehensive last mile delivery logistics solutions for serious savings and a seamless customer experience. With 100% visibility from dispatch to delivery, and access to our national delivery courier network, solve your final mile delivery challenges faster with OneR ... View more
