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 already rely on our platform to cut costs, compress schedules, and make smarter decisions.

Our 150-person company is fully distributed (Valencia - Yerevan - Seattle), works in two-week SCRUM sprints, and shares an engineering culture that prizes pragmatism, ownership, and technical excellence.

**Our Why & How**:
**Purpose**: To give people the physical environments they need to realize their full potential.
**Vision**: To convert construction designs into reality instantly.
**Mission**: To provide software powered by real-time data for those who actually build.

**Our Values**:

- Guide users to success
- Strive for high performance, precision, and accuracy
- Never stop learning
- Think forward and innovate
- Create the best environment for the most forward-thinking talents

**About 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.

Your internal clients will include our core operations teams — GIS/CAD specialists, Operations Managers, Customer Success Managers, and others.

Our infrastructure is hosted in AWS Cloud (EC2, Lambdas, managed Kubernetes), and our operations teams rely heavily on Airtable for their daily workflows. We use Google Workspace for collaboration and day-to-day operations, and generally prefer Google SSO when integrating third-party tools.

For internal communication, we use Telegram, and Asana serves as our task tracking system. While many of our core operations teams work remotely, the Yerevan (Armenia) office functions as the primary hub for the GIS team, and our soon-to-open office in Valencia (Spain) 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. You’ll be responsible for modernizing outdated processes, introducing more efficient ways to file bugs and support requests, and ensuring 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 that all office hardware, workstation software, network infrastructure, printers, antivirus systems, and security updates are properly managed — either directly or through subcontractors.
- You will report to the Head of Engineering (reporting line: CEO CTO HoE You).

**Requirements**:

- At least 1 year of experience managing a fleet of computers and performing basic system administration tasks.
- 3+ years of overall experience in IT — whether as a support engineer, software developer, or team lead — with a strong understanding of how support functions in a company.
- Hands-on experience with scripting and automation.
- English proficiency at B2 level or higher; fluent Russian is required.

**Benefits**:

- Unlimited paid vacation
- Private health insurance
- Skyeng English lessons
- Online yoga sessions
- Therapist & group support
- Branded TraceAir swag
- Maximum autonomy & mínimal process overhead