Tier 1 Support Lead

Reports to: Senior Manager, Support

Location: Kansas City, Missouri - On-Site

Patmos Hosting is seeking a customer-focused, technically strong Tier 1 Support Lead to lead the daily operations, performance, and development of our frontline Support Specialists team

.Today, Patmos supports services including colocation, dedicated servers, networking, hosting, domains, and related technology solutions. As we continue to grow, the services and technologies supported by this team will continue to expand

.

The Tier 1 Support Lead is responsible for ensuring a consistent, responsive, and high-quality customer support experience while maintaining operational readiness across the Tier 1 Support organization. This role provides daily leadership for Support Specialists, coordinates priorities and workload, monitors queue health and service performance, coaches team members, and serves as the first point of leadership escalation for customer-facing support issue

s.

This is a hands-on leadership role. The Tier 1 Support Lead is expected to remain close to the work, support customers when needed, guide the team through complex situations, and help build the processes, documentation, and operating practices required for Support to sca

le.Success in this role requires strong technical judgment, excellent communication skills, a service-oriented mindset, and a passion for developing people. The ideal candidate enjoys solving problems, leading through ambiguity, building high-performing teams, and continuously improving the customer experien

**ce.

Responsibili**

tiesCustomer Experience Leader

ship● Own the quality and consistency of customer interactions delivered by the Support Specialists t

eam.● Ensure customer communications are professional, accurate, timely, and aligned with established service expectati

ons.● Monitor customer experience trends, ticket quality, and service delivery performa

nce.● Serve as an escalation point for customer concerns requiring leadership involvem

ent.● Advocate for customer needs while balancing operational priorities and business objecti

ves.● Identify opportunities to reduce customer effort and improve the overall support experie

nce.Team Leadership & Develop

ment● Provide daily leadership, prioritization, and workload coordination for the Support Specialists t

eam.● Coach and develop team members through regular feedback, performance discussions, and development plann

ing.● Support hiring, onboarding, and training effo

rts.● Identify skill gaps and create opportunities for continued technical and professional gro

wth.● Foster a culture of accountability, continuous learning, ownership, and service excelle

nce.● Help develop Support Specialists into future Tier 2 technical talent and future lead

ers.Operational Owner

ship● Maintain awareness of queue health, staffing levels, service performance, and operational ri

sks.● Coordinate workload distribution and support priorit

ies.● Monitor operational metrics and identify trends requiring corrective action or process improvem

ent.● Ensure operational continuity during staffing challenges, periods of increased demand, customer-impacting events, or other service disrupti

ons.● Lead shift handoffs and operational communicati

ons.● Ensure the Tier 1 Support team remains prepared, staffed, and equipped to deliver consistent serv

ice.Incident & Escalation Manage

ment● Serve as the primary leadership escalation point for Tier 1 operational iss

ues.● Coordinate customer communication during incidents and customer-impacting eve

nts.● Escalate complex technical issues appropriately to Tier 2 Support, Infrastructure, and other technical te

ams.● Maintain ownership and visibility throughout escalated issues to ensure continuity of customer communicat

ion.● Participate in post-incident reviews and continuous improvement effo

rts.● Provide calm, clear leadership during high-pressure situati

ons.Process Improvement & Knowledge Manage

ment● Maintain and improve SOPs, runbooks, knowledge articles, and operational documentat

ion.● Partner with Tier 2 Support and other technical teams to improve workflows and support proces

ses.● Identify recurring issues suitable for documentation, automation, or train

ing.● Help transform tribal knowledge into repeatable and scalable proces

ses.● Drive continuous improvement across the Tier 1 Support organizat

**ion.

Qualifica**

tionsWhat Success Looks

LikeYou will lead a Tier 1 Support team that consistently delivers a responsive, professional, and reliable customer experi

ence.Customers will experience clear communication, strong ownership, and predictable service. Your team will look to you for direction, coaching, operational clarity, and support during challenging situat

ions.You will maintain healthy queue performance, strengthen Tier 1 resolution capabilities, reduce unnecessary escalations, improve documentation and knowledge sharing, and help develop Support Specialists into stronger technical contributors and future lea

ders.You will also play an important role in helping Patmos build a scalable Support organization capable of growing alongside the busi

ness.What We're Lookin

g ForWe are looking for a leader with a strong combination of technical capability, customer focus, and people leader

ship.Ideal candidates may bring experience in areas suc

h as:● Technical support, managed services, hosting, cloud infrastructure, SaaS, data centers, or IT operat

ions.● Leading, mentoring, or coordinating technical support teams in a fast-paced, customer-facing environ

ment.● Coaching and developing technical team mem

bers.● Managing customer escalations and high-pressure operational situat

ions.● Troubleshooting Linux and/or Windows Server environm

ents.● Networking fundamentals, including TCP/IP, DNS, DHCP, routing, and switc

hing.● Virtualization platforms, server hardware, and data center operat

ions.● SSH, remote administration, or systems troubleshoo

ting.● Ticketing, CRM, ITSM, or customer support platforms such as HubSpot Service

Hub.● Scripting or automation using Python, PowerShell, Bash, or similar t

ools.● Incident response, process improvement, quality management, or knowledge manage

ment.Relevant certifications may inc

lude:● CompT

IA A+● CompTIA Net

work+● CompTIA Se

rver+● L

inux+● Cisco

CCNA● Microsoft certifica

tionsCertifications are not required. Equivalent hands-on experience, self-study, home lab experience, military experience, technical coursework, or professional experience is valued as

well.Most importantly, we are looking for someone who enjoys leading people, solving technical problems, taking ownership, and building an exceptional customer support experi

e

nce. Abo

ut UsPatmos Hosting, Inc. delivers Freedom as a ServiceTM, providing organizations with an independent alternative to Big Tech's commercial constraints, censorship, cancellation and deplatforming. Patmos owns and operates datacenter infrastructure with decentralized connectivity, open peering, and free Internet Exchange hosting, ensuring resilience and true independence. Its services span multi-megawatt colocation for AI and hyperscale workloads, GPU/high-performance compute, custom data centers, domains, web and cloud hosting, colocation and tailored website and application develop

ment.

Founded in 2022, Patmos is headquartered in Kansas City, MO, with teams and datacenters/locations in Kansas City, Dallas, Phoenix, D

**enver.

Why**

Join UsBe part of a mission-driven company defending free speech and internet f

reedom.At Patmos, you'll help protect online expression while ensuring legal compliance. Our team is shaping the future of digital freedom by building secure, high-performance internet infrastructure. We value privacy, innovation, and individual liberty—creating a purpose-driven, collaborative environment where your work m

atters.Benefits i

nclude:● Unlimi

ted PTO● 401(k) mat

ch (4%)● Health, dental, & vision in

surance● Short and long term dis

ability● Life insurance (company paid and supplemental ava

ilable)● Generous parental leave, baby bonuses, marital bonuses, and other family-friendl

y perks● 14 observed paid holidays that include sole

mnitiesPatmos is an equal opportunity employer and proud member of the Catholic Benefits Association offering employee benefits that promote the dignity of the human person, the dignity of work, and the commo

n good.