Support team lead

About TraceAir

Founded in 2015, TraceAir is transforming land development and home-building with drone-based 3D mapping, geospatial analytics, and automation. More than 200 U.S. builders rely on our platform to cut costs, compress schedules, and make smarter decisions. Our 150-person company is fully distributed and operates in two-week SCRUM sprints. We have offices in Yerevan, Seattle, and Valencia, with plans to grow our team.

The Team

The Support team is responsible for assisting internal users with our custom-built software, managing office IT needs, and handling user accounts and permissions during onboarding and offboarding processes. Currently, the team consists of a single support engineer, with plans to grow to three engineers and gradually expand into supporting external users as well. Internal clients include core operations teams — GIS / CAD specialists, Operations Managers, Customer Success Managers, and others. Our infrastructure is hosted in AWS (EC2, Lambdas, managed Kubernetes), and our operations teams rely heavily on Airtable. We use Google Workspace for collaboration and day-to-day operations with Google SSO for third-party tool integrations. Internal communication is via Telegram, and Asana serves as our task tracking system. The Yerevan office is the primary hub for the GIS team, and the Valencia office will become the main base for our development team.

Responsibilities

• Own and manage the team’s budget and promotion processes. You will initiate new hiring when needed and act as the hiring manager throughout the process. Once someone joins, you’ll handle their onboarding.
• Lead people management within the team : drive personal development, maintain motivation, and ensure alignment with company goals. This includes conducting regular 1 : 1s, setting clear expectations, tracking performance, and, when necessary, making and executing termination decisions.
• Shape and lead the support culture at TraceAir. Modernize outdated processes, introduce more efficient ways to file bugs and support requests, and ensure that other teams follow the standards you establish.
• Gradually shift day-to-day support responsibilities from the development team to the support team, where it’s more cost-effective.
• Ensure all office hardware, workstation software, network infrastructure, printers, antivirus systems, and security updates are properly managed—either directly or through subcontractors.
• Report to the Head of Engineering (reporting line : CEO → CTO → HoE → You).

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