Technical Support Lead volunteer opportunity at iLevelUP: unpaid work with Technical Support and Maintenance Team. This is a fully remote role.
Technical Support Lead: remote volunteer opportunity
Help the support team respond clearly and consistently. Guide volunteer specialists, coordinate escalations, and improve support resources as the product changes.
Fully remote | Unpaid volunteer | United States
About iLevelUP
iLevelUP is a free, AI-powered, game-based learning experience being developed by Believe in Me to help young people explore education and career possibilities and build self-confidence. The product is in limited beta. The learner is the main character, and iLevelUP is the guide.
Technical Support Lead role overview
As an iLevelUP Technical Support Lead, you will contribute practical expertise to a nonprofit education product in limited beta. Help the support team respond clearly and consistently. Guide volunteer specialists, coordinate escalations, and improve support resources as the product changes.
You will work with the relevant team to agree on priorities, review progress, and document decisions. Because the product is still developing, clear handoffs and useful feedback matter.
What you will own
Your contribution centers on the responsibilities below. First, understand the current work and the needs of your collaborators. Next, agree on a manageable scope with the team lead. Then, share progress and raise blockers early. Finally, document the decisions that your teammates need for the next step.
Technical Support Lead responsibilities
- Manage and mentor a team of volunteer Application Support Specialists, ensuring they are effectively resolving user queries and issues.
- Work closely with the app development, QA, and content teams to understand upcoming features, known issues, and potential support needs.
- Create and implement strategies to enhance the user support experience, reduce response times, and improve resolution efficiency.
- Act as the senior technical expert within the support team, assisting with the diagnosis and resolution of complex technical issues.
- Oversee the creation and maintenance of user guides, FAQs, and support documentation to help users self-serve common issues and questions.
- Establish a system for collecting, analyzing, and incorporating user feedback into future development cycles to enhance app functionality and user experience.
- Ensure that all user support activities adhere to web security practices and data protection policies to safeguard user data and privacy.
Early deliverables
- First, review the current software development and technical support work and identify useful next steps with your team lead.
- Next, agree on an initial deliverable, its review criteria, and the people who need to contribute.
- Finally, complete a reviewable piece of work and document what the next contributor needs to know.
Technical Support Lead required qualifications
- Proven background in technical support, IT, or a similar role.
- Strong understanding of web technologies, database systems (e.g., MongoDB), and secure data handling practices. Knowledge of front-end and server-side languages and frameworks is beneficial.
- Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently.
- Exceptional communication abilities to articulate technical concepts clearly to both technical and non-technical stakeholders.
- Experience in managing or mentoring a team, with strong leadership and organizational skills.
- A genuine commitment to the mission of supporting young learners and enhancing their chances of success through technology.
Technical Support Lead helpful experience
- Experience with web and mobile application support is a plus.
How we work
Work with Technical Support and Maintenance Team through approved project tools. In practice, share concise updates, ask for the context you need, and keep decisions in the agreed workspace. For example, explain what you completed, what needs review, and what is blocking the next step. In addition, protect learner and project information when preparing examples or discussing your work.
Why volunteer with iLevelUP
- Contribute to a nonprofit education product at a stage when your decisions can shape the learner experience.
- Own a meaningful body of work and collaborate across education, design, engineering, and student support.
- Develop work samples and share approved contributions in your portfolio while respecting project and learner confidentiality.
Time commitment and location
This is a fully remote, unpaid volunteer opportunity. Weekly availability, meeting times, project scope, and the duration of your commitment will be agreed during onboarding. The published eligibility area for this opening is the United States.
How to apply
First, use the Believe in Me volunteer application to share your résumé or professional profile, relevant experience, availability, and a brief statement of interest. Before submitting, remove personal, confidential, and proprietary information from any work samples.
For the Technical Support Lead opening, explain a relevant project. For example, describe the problem you addressed and your own contribution. If you are still building experience, describe how your current skills connect with the listed responsibilities. Next, the team will review your application and discuss fit and expectations with selected applicants.
We welcome applicants from varied backgrounds and pathways. Before applying, review this role’s required and helpful experience. Also, if you need an accommodation during the application or interview process, use iLevelUP’s contact page.
Role details
- Role: Technical Support Lead
- Program: iLevelUP, a Believe in Me initiative
- Employment type: Unpaid volunteer
- Workplace: Fully remote
- Applicant eligibility: United States
- Team: Technical Support and Maintenance Team
- Company address: 107 Spring Street, 2nd Floor, Seattle, WA 98104
- Job ID: 785
This is a fully remote, unpaid volunteer opportunity. Weekly availability, meeting times, project scope, and the duration of your commitment will be agreed during onboarding. The published eligibility area for this opening is the United States.