About Us:
As a Deloitte Fast500 and Inc5000 winner for fastest-growing private companies in 2020-2024, RoadSync is revolutionizing the logistics ecosystem with smart, simple, and innovative financial solutions. Our digital platform is transforming how warehouses, trucks/carriers, and repair/tow operators process payments and manage revenue.

The Director of IT is responsible for providing advanced technical support and troubleshooting for internal and external customers of RoadSync. This role drives delivery of business IT, compliance, resolution of escalated issues from Level 1 support teams, performing root cause analysis, and offering technical guidance to ensure efficient operations. The Director of IT works closely with cross-functional teams such as Engineering, Product, Support, and Sales to ensure timely resolutions.

Key Responsibilities:
Issue Resolution & Escalation:
● Lead level 2 support for inbound platform issues, from Support and Success teams
● Diagnose and resolve software, hardware, and network-related issues
● Perform detailed troubleshooting and root cause analysis to minimize repeat incidents
● Support business users across Mac and Windows hardware
Collaboration:
● Collaborate with Level 1 support, engineering, and other internal teams to ensure
seamless issue resolution
● Escalate issues to development team and product teams as needed, providing detailed
documentation
● Assist in compliance documentation and provide audit support, as needed Documentation & Reporting:
● Document resolutions, procedures, and troubleshooting steps in the knowledge base
● Provide feedback to improve internal processes and user documentation
● Generate reports on recurring issues, trends, and areas for improvement
Training & Mentorship:
● Lead training and mentoring of Level 1 support teams to improve their skills and reduce
escalation rates
● Develop technical documentation and training materials for end-users and internal teams

Required Skills and Qualifications:
Technical Expertise:
● Strong knowledge of MacOS and Windows operating systems
● Experience with troubleshooting hardware, software, and network issues
● Experience with logging systems (e.g., DataDog, CloudWatch, Splunk)
● Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk)
● Experience with querying relational databases (e.g., Postgres, SQL Server, MySQL)
Problem-Solving Abilities:
● Analytical mindset with the ability to diagnose complex technical problems
● Strong troubleshooting skills and ability to work under pressure
Communication:
● Excellent verbal and written communication skills
● Ability to explain technical issues to both technical and non-technical stakeholders
Preferred Experience:
● 5+ years in a highly technical support role, preferably in a SaaS company
● Experience working with ITSM (Information Technology Service Management)
frameworks such as ITIL
● Certifications in relevant technologies (e.g., CompTIA, Microsoft, Cisco) are a plus
● Experience supporting regulatory frameworks (PCI, SOC, etc.) Our Company:


Why You'll Love It Here:

● Hybrid work environment (2 days onsite) in our lively Midtown Atlanta office
● Strategic travel opportunities to customer sites and industry conferences
● Competitive compensation package with company equity and annual bonus plan
● Premium-paid medical, dental, and vision benefits
● 15 days PTO
● 401K Plan
● Parking benefits and catered lunches when working from the office
● Exposure to the inner workings of a fast-growing company with transparent
communication



At RoadSync, our customers ride in the front seat! We're driven by insights from real people who utilize our services. You'll join a team that brings their best effort daily and cares deeply about what we're doing. We value diversity and inclusion, believing it empowers our innovation and success. You'll be part of a company that's proud of what it is today and excited to build its future with you!

We're looking for someone who thrives in a fast-paced, entrepreneurial environment and is excited to shape the future of logistics payments. If you're energized by the chance to create solutions that make a real difference in how businesses operate, we want to talk to you.

RoadSync is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, veteran status, military obligations, pregnancy, marital status, or any other legally-recognized protected basis under federal, state, or local law. Every day our team is honored to work with individuals from all walks of life. We aim to build a team that reflects the diversity of our customers. Each individual at RoadSync brings their own perspectives, work experiences, lifestyles, and cultures with them. We believe that a more diverse team creates more innovative products, provides a better service to our customers, and helps us grow and learn as individuals.