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Salary: USD 90,000 - 105,000 / annual
Digs is an innovative startup building AI-powered software that revolutionizes collaboration between builders and homeowners by making it intuitive to organize and share information.
As Technical Support Lead, you'll be the technical problem-solver behind the customer support experience. You'll work directly with customers to troubleshoot issues, investigate how Digs works under the hood, identify root causes, and partner with Engineering and Product on complex problems. This role combines strong customer instincts with technical curiosity to investigate integrations, data issues, bugs, and product gaps while building the processes and documentation needed to scale support.
Key Responsibilities:
- Serve as a point of contact for customers with varying product questions and issues
- Troubleshoot, reproduce, and resolve issues while keeping customers informed
- Identify recurring issues and escalate to Engineering or Product when appropriate
- Translate customer issues into clear, actionable technical context for internal teams
- Partner with Engineering and Product to diagnose bugs and identify product improvements
- Close the loop with customers and bring learnings back to the team
- Create documentation, troubleshooting guides, and repeatable support processes
- Improve workflows, tooling, and self-service capabilities as the team grows
- Develop deep expertise in the Digs platform, integrations, and underlying technical architecture
The role reports to the Chief Product Officer and is full-time, exempt. Hybrid arrangement requires 3-4 days per week in-office at Vancouver, WA headquarters.
Requirements:
- 5+ years of experience in technical support, solutions engineering, implementation, QA, software engineering, or similar technical customer-facing role
- Strong technical troubleshooting skills and curiosity to understand root causes, not just workarounds
- Familiarity with APIs, integrations, databases, web applications, or similar technical systems; ability to dig into logs, errors, data, or basic code
- Experience partnering with Engineering and Product teams to solve customer problems and improve products
- Excellent communication skills; ability to make technical concepts clear and approachable for any audience
- Strong customer empathy, organization, and ownership with a people-first approach
- Comfortable working with autonomy, making informed decisions, and knowing when to escalate
Nice to Have:
- Experience supporting B2B SaaS products or building support processes from the ground up
- Familiarity with construction, homebuilding, real estate, or other complex workflows
