Product Support Lead

Opportunity located in: Herndon, VA

Pype is an established technology start-up serving the construction industry with mature software solutions. The company is growing rapidly and in need of passionate & talented intrapreneurs. An intrapreneur is a person who drives innovation from within an existing organization – does that sound like you?

The right candidate will work as part of a software support team to diagnose and resolve client issues by evaluating and managing incoming case volume, routing client issues, identifying critical trends and facilitating customer follow up. The Product Support Lead will work with other departments to ensure solutions are effectively deployed, problems are addressed, and customers are satisfied. This position requires a quick learner who can understand the framework of Pype products and how they function for the purpose of a client’s use.

The Product Support Lead will be responsible for:

  • Proactively manage the queue of customer support issues and live chat inquiries.
  • Engage customers to collect problem definitions and provide comprehensive case updates with detailed technical descriptions.
  • Plan and organize initial contact activities to ensure Pype’s Service Level Agreement (SLA) objectives are met.
  • Work with customers through preliminary troubleshooting procedures to validate reported issues, determine a source, and gather any relevant information.
  • Monitor the ticket tracking systems to guide the progression of client issues; act as an information liaison to assigned Client Success Managers to ensure cases are escalated as necessary, customers are provided consistent and meaningful status updates, and ensure proper follow-up is performed once cases are resolved.
  • Collect requirements and assess client processes in order to deliver a working and configured solution.
  • Improve existing support processes by eliminating internal inefficiencies and increasing speed and client satisfaction.
  • Cultivate relationships with internal departments in order to better understand client expectations and provide excellent overall service.

You’re a great fit if you:

  • Have a Bachelor’s degree or experiential equivalent.
  • Have two or more years of experience with direct technical customer service.
  • Possess a high-level understanding of Software as a Service (SaaS) and/or AEC experience.
  • Are great at critical thinking, problem solving, and technical troubleshooting skills.
  • Have excellent interpersonal communication skills; active listening and customer-care.
  • Possess the ability to effectively handle demands from multiple internal and external customers and the pressures from competing priorities.
  • Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers.
  • Have excellent written, verbal, and interpersonal communication skills.
  • Demonstrate proficiency with new and complex technology.
  • Have a strong work ethic and are a self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced environment.
  • Have experience working with, and the ability to adapt to, new tools and products.

Supervisory Responsibility
This position has no supervisory responsibilities.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


  • Health, Vision, and Dental Benefits
  • Stock Options
  • Competitive salary and bonus structures
  • PTO and Paid Family Leave

To apply send your cover letter + resume to

EEO Statement
Pype provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.

Pype Careers

The day to day at Pype is anything from ordinary – with a unique take on shared work-space, team members can easily collaborate on finding solutions and share a laugh about the newest internet meme. Our casual dress code allows for a relaxed physical environment, so we can allocate more resources to the mental game of being an industry ‘game changer’.

Ditch the ‘always-on’ mentality that you’ve heard about other startups and embrace Pype’s ‘always-flexible’ work culture. We don’t want burnouts – we want you to burn bright. We recruit talent that works smarter by actively improving work processes, keeps an ear to the ground for industry news and emerging trends, and understands the value of working together to achieve big goals.

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