Support Lead – Hyperspectral Products

Support Lead - Hyperspectral Products

Location: Bolton, MA (on-site) Travel: ~20-30% (customer sites, training, field support)

Target Salary: $95,000-$110,000 depending on experience

About the Role

We are seeking a Support Lead who thrives at the intersection of technology and customer success. This role is central to ensuring our systems perform reliably in real-world environments and that our customers are confident using them.

You'll serve as a hands-on technical expert-troubleshooting issues, guiding customers, and translating complex concepts into clear, actionable insights for a global audience. This role is ideal for someone who enjoys working directly with technology and customers, and who takes pride in delivering consistent, high-quality support.

What You'll Do

• Diagnose and resolve issues across integrated hardware and software systems
• Own customer support cases end-to-end, from intake through resolution
• Lead technical troubleshooting calls and root-cause analysis
• Communicate complex technical topics clearly to diverse, global customers
• Deliver customer training (remote and on-site)
• Travel to customer sites for installation support, troubleshooting, and training
• Partner with engineering to resolve escalated or systemic issues
• Build documentation and contribute to internal knowledge sharing
• Serve as a trusted technical resource for customers and internal teams

What We're Looking For

• Strong hands-on troubleshooting and problem-solving skills
• Ability to understand and work across hardware/software systems
• Clear, structured communicator-able to explain complex topics to users with varying technical backgrounds and across different cultures
• High ownership mindset-follows issues through to resolution
• Comfortable working directly with customers in dynamic environments
• Team-oriented, pragmatic, and low-ego approach to problem solving
• Willingness to travel as needed

Ideal Background

• 5-10 years in a technical support, field service, or systems role
• Experience with instrumentation, sensors, imaging, or similar technologies
• Familiarity with software interfaces, debugging, and system integration
• Experience supporting international customers is a plus

What Success Looks Like

• Customers rely on you as a trusted and responsive technical partner
• Issues are resolved efficiently with clear communication throughout
• Systems perform reliably in the field due to your support and insight
• You develop deep product expertise and contribute to continuous improvement

Why This Role

This role offers the opportunity to build deep technical expertise, work closely with customers around the world, and have a direct impact on how our products perform in the field. It's well-suited for someone who values hands-on work, continuous learning, and delivering exceptional service.

Other: Headwall is an Equal Opportunity Affirmative Action Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. We are an official Affirmative Action Program employer. Headwall encourages any United States citizen and others who are authorized to work in the United States to apply for these positions. Due to export restrictions, the candidate must be a US Citizen or Permanent Resident.

No agencies, please.