Technical Support Lead

Department: Customer Success - Tech Support
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...