Digital Support Lead

Are you looking for a place where you can bring your experience maintaining, troubleshooting, and continuous improvement to help our digital platform, including Neighborly and brand websites and mobile application?

Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level.

Bring your experience and be empowered to innovate.

As a Digital Support Lead on the Digital Technology team, a typical day for you will include:

• Lead and manage the support team across US and India to provide efficient and effective issue resolution for digital platforms (websites & mobile apps).
• Act as the primary escalation point for critical support issues and ensure timely resolution.
• Monitor and analyze system performance, identifying areas for improvement and optimization.
• Work closely with development, QA, and product teams to ensure a smooth transition of new features and updates into production.
• Establish and maintain robust support processes, including incident management, problem management, and root cause analysis.
• Establish and monitor Service Level Objectives and Indicators to drive performance and user experience goals.
• Ensure compliance with SLAs, driving a culture of continuous improvement and proactive problem-solving.
• Document and maintain support-related knowledge base, including troubleshooting guides and best practices.
• Collaborate with stakeholders to gather user feedback and enhance platform usability.
• Design and implement observability frameworks including logging, metrics, and tracing using modern tools
• Develop and maintain infrastructure automation, CI/CD pipelines, and reliability tooling to improve deployment and recovery processes.

Bring your skills and be inspired to achieve success.

(Required qualifications)

• Experience:
  • 8+ years of experience in a technical support or application support role, with at least 3 years in a leadership capacity.
  • Experience in incident management, problem management, and ITIL processes.
  • Experience working with cross-functional teams including developers, testers, and product managers.
  • Hands-on experience with Content Management Systems (CMS) such as Crownpeak, WordPress, Drupal, or Adobe Experience Manager (AEM).
  • Experience with performance and usage monitoring tools like Datadog, Cloudflare, Google Analytics
  • Experience in the home services or consumer tech space is a plus.
  • Experience in e-commerce, fintech, healthcare, or media-related digital platforms.
  • Exposure to mobile development frameworks (Flutter, React Native, Swift, Kotlin).
  • Strong understanding of UI technologies, including JavaScript / Typescript, React.
  • Certifications in ITIL, AWS, Azure, or other relevant technologies is nice to have.
• Skills:
  • Strong knowledge of web and mobile application architectures, cloud services (AWS/Azure/GCP), APIs, and databases.
  • Familiarity with monitoring tools, logs analysis, and debugging techniques.
  • Hands-on experience with ticketing systems (e.g., Azure DevOps, ServiceNow, Freshservice, Monday.com).
  • Strong understanding of CI/CD pipelines, DevOps practices, and automation tools.
  • Ability to mentor, coach, and lead a team in a fast-paced environment.
  • Excellent communication skills, with the ability to translate technical issues into business-friendly language.
• Education:
  • Bachelor's degree in Computer Science, Computer Engineering, Systems Engineering or relevant field of study preferred
• Schedule / in-office requirements:
  • Hybrid working model; Monday-Wednesday in office, Thursday/Friday from home.
  • Our office locations are at:
    • 500 E John Carpenter Fwy, Irving, Tx
    • 1010 N University Parks Drive, Waco, Tx

Bring your goals and be enabled to reach them.

• Competitive Pay: Commensurate with experience
• Schedule: Full-time, Monday - Friday
• Benefits: Check out our benefits offerings here:
  • Neighborly Benefits (flimp.live)
• Financial Benefits: Equity and bonus opportunities

Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self.

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