HighLevel Technical Support Lead — Full-Time, Remote

About Taft Systems

Taft Systems is a US-based HighLevel white-label fulfillment company. We build and support HighLevel accounts for marketing agencies across the country. Our support team is the backbone of client retention — when something breaks or a client is confused, this is the team that fixes it and communicates clearly along the way.

What You'll Do

You are the technical escalation layer between our front-line chat agents and the rest of the team. When a chat agent needs backup — whether because the issue is too complex, volume is high, or someone has called out — you step in. You own the helpdesk from the ---------- nt issues escalate, and you represent Taft Systems directly with HighLevel when we need to go to the source. This is not a basic support ticket role. You need to know the platform deeply, communicate confidently, and keep things moving without being chased. To show us you read this listing carefully, please include the word Dragonfly in the subject line of your application.


Jump into live chat to support agents when volume spikes or coverage is needed
Own all helpdesk tickets from assignment through resolution — diagnose, resolve, and communicate proactively with clients at every step
Serve as Taft Systems' direct liaison with HighLevel — handle all HL live chat and Zoom calls with their support team on our behalf
Submit and manage all phone porting tickets
Review and approve HighLevel help documentation for internal use
Produce regular reporting on ticket trends, open ticket age, resolution times, and other support metrics
Escalate to the Technical Lead only when builder-level work is required
Document resolutions in our internal knowledge base — minimum one new entry per week


What We're Looking For


Deep HighLevel knowledge — workflows, triggers, automations, pipelines, integrations, sub-account settings, phone and A2P configuration
Experienced enough to hold your own in a conversation with HighLevel support — you know when their answer is wrong
Methodical troubleshooter — you work through problems systematically, not by guessing
Clear, proactive communicator — clients and agents should never have to chase you for an update
Comfortable in live chat and on Zoom calls representing a US-based company
Data-aware — able to track and report on support metrics consistently
Experience in a technical support or helpdesk role required
Reliable internet connection required


A note on how we work: We are a systems-driven team. We document our resolutions, follow our processes, and hold ourselves to a high standard on client communication. If tickets sitting idle or clients chasing updates bothers you as much as it bothers us, you'll fit in here.

Hours

Full-time. 11:00 AM – 7:00 PM ET. This shift is intentional — it bridges our daytime and evening teams so there is always technical escalation coverage when agents need it. All tea ---------- mbers are required to attend a daily Zoo ---------- eting with camera on. This is a condition of employment.

How to Apply

Read this listing carefully before applying — applications that don't follow our instructions will not be reviewed.

Record a short Loom video (1–2 minutes) answering these three questions:


How long have you been working in HighLevel, and what are the most complex issues you've diagnosed and resolved in the platform?
Walk us through how you handle a support issue where you don't immediately know the answer. What's your process?
What does your workspace and internet setup look like?


Send your Loom link and your resume.

Shortlisted applicants will receive a paid skills test before any interview.