45Drives Technical Service Team Lead

Job description

Technical Service Team Lead Position Information Position Title: Technical Service Team Lead Department: 45Drives Technical Service (USA) Company: 45Drives Ltd. Location: Wilmington, North Carolina Work Arrangement: On-site Employment Type: Full-Time, Permanent (40 hours/week) Shift: Day Shift Level: Experienced Total Compensation: $65,410–$80,100 USD annually , including base salary and performance incentives, depending on experience and qualifications. About Us 45Drives is changing the way organizations store data. Instead of locking customers into proprietary software, we build enterprise storage solutions using open-source software and commodity hardware—giving customers flexibility, transparency, and long-term value without vendor lock-in. 45Drives is part of Protocase Inc., an innovative manufacturing and technology company with more than 400 employees serving over 16,000 customers worldwide, including organizations such as NASA, Boeing, Google, Apple, Microsoft, MIT, and many more. Learn more: 🌐 About the Role Are you passionate about Linux, open-source technology, and solving complex technical problems—and equally motivated by helping others grow? 45Drives is looking for a Technical Service Team Lead to join our Wilmington team. This is a hands-on technical leadership role where you'll lead and develop a team supporting enterprise storage solutions built around Linux and technologies such as ZFS, Ceph, and Proxmox. You'll remain technically involved in challenging customer escalations while coaching your team, improving support processes, and collaborating with Engineering, Product Development, and Sales. If you enjoy combining technical problem-solving with people leadership, this could be the opportunity for you. What You'll Do Lead, coach, and develop members of the Technical Service team. Guide, mentor and coach team members on troubleshooting of server hardware, data storage, virtualization, network and infrastructure issues. Support and guide the resolution of technical customer escalations. Monitor team priorities and help ensure timely, high-quality customer support. Collaborate with Engineering, Product Development, and Sales to solve complex customer challenges. Improve technical support workflows, documentation, and knowledge sharing. Translate complex technical concepts into clear explanations for customers. Build a collaborative, accountable, and customer-focused team environment. What You’ll Bring 3+ years of professional experience working with systems administration, enterprise infrastructure or closely related technical environment Hand-on experience troubleshooting storage, and virtualization systems with complex technical issues Experience leading, coaching, or managing technical professionals. Experience handling or supporting technical escalations. Solid understanding of networking and enterprise infrastructure. Strong troubleshooting and analytical problem-solving skills. Excellent written and verbal communication skills. Ability to explain technical concepts clearly to both technical and non-technical audiences. Degree or diploma in IT, Computer Science, Engineering, or a related field, or equivalent professional experience. Certifications / Licences None required. Other Requirements Must be legally authorized to work in the United States. Ability to work full-time on-site in Wilmington, North Carolina. What Would Be Considered an Asset (Nice-to-Have Qualifications) Experience supporting enterprise storage environments. Linux or infrastructure certifications such as RHCSA, Linux+, Server+, or similar. Experience leading a technical support, infrastructure, or systems administration team. Experience with ZFS, Ceph, Proxmox, Ubuntu, or similar open-source technologies. Experience developing technical documentation or knowledge bases. What Success Looks Like Within your first year, you will: Build a high-performing, collaborative Technical Service team that consistently delivers exceptional customer experiences. Improve support workflows, communication, and operational efficiency. Become a trusted technical resource for both customers and internal teams. Successfully coach and develop team members while helping them grow their technical and professional skills. Reduce escalations through proactive problem-solving, knowledge sharing, and continuous improvement. Strengthen collaboration between Technical Service, Engineering, Product Development, and Sales to improve the overall customer experience. Why Us? At 45Drives, we believe in recognizing and rewarding people who help others succeed. Our starting annual total compensation package—including base salary and performance incentives—ranges from $65,410 - $80,100 USD, depending on experience. In addition, you can look forward to: 🏆 Training & Growth: Leadership development, technical training, coaching opportunities, and clear pathways for career advancement. 👩‍⚕️ Comprehensive Health Care: Medical, Dental, Life Insurance, and Group Insurance available after two months of full-time employment. 💰 401(k): Build your future with access to our company retirement savings plan. 🏖️ Vacation: Start with two weeks of paid vacation, increasing to three weeks after three years and four weeks after five years. 🏡 Community Discounts: Access exclusive deals at local businesses. 🏋️ Wellness Support: Participate in wellness initiatives and enjoy access to a gym membership. 🎉 Social Events: Join a growing team that values collaboration through team lunches, seasonal celebrations, and company events. 🌊 Wilmington Lifestyle: Enjoy life in a vibrant coastal city with beautiful beaches, historic charm, and a thriving technology community. If you're passionate about developing people, solving technical challenges, and creating exceptional customer experiences, we'd love to hear from you.