Associate Technical Lead

Shape the Future of Work with Eptura

At Eptura, we're not just another tech company-we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower over 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.

Job Description

As the Associate Technical Lead, you need to excel at customer service and technology. You are responsible for working with clients, answering support requests by phone, email, and in-app communication channels. We have a hands-on culture and expect you to roll up your sleeves and help tackle any problem that stands in the way of customers’ success. To do this, you will learn how to use and configure our software and will also learn about our clients’ more complex needs and business processes. You will be expected to use this knowledge to effectively take ownership of advanced support requests and see them through to resolution. While many requests are handled individually, Customer Support is a highly collaborative team, and you will frequently work with and learn from your team members, while also escalating tickets to development teams and others.

Please Note: This is an individual contributor role with no direct reports. While this role leads technical efforts and collaborates across teams, it does not include people management responsibilities.

Responsibilities

• Own Premium Support Cases: Lead complex and high-impact customer issues from triage through resolution, maintaining clear priorities, actions, risks, ownership, and communication.
• Act as a Subject Matter Expert: Resolve advanced configuration, integration, data-flow, performance, and application issues across cloud and hosted environments.
• Lead Technical Investigations: Use application and infrastructure logs, Azure Application Insights, Log Analytics, SQL queries, API diagnostics, and network tools to isolate and resolve issues.
• Drive Root-Cause Analysis: Identify immediate remediation, validate resolution, and surface recurring patterns, wider risks, and preventive actions.
• Lead Customer Communication: Translate complex technical findings into clear business impact, recovery plans, and next steps for technical and non-technical stakeholders.
• Collaborate Cross-Functionally: Work closely with Product, Engineering, Cloud Operations, Customer Success, and other teams to progress escalations and remove blockers.
• Mentor Support Engineers: Provide case reviews, troubleshooting guidance, technical coaching, and practical knowledge sharing.
• Improve Knowledge and Readiness: Create and maintain knowledge articles, runbooks, case studies, troubleshooting guides, and reusable diagnostic content.
• Maintain Process Accuracy: Keep support cases, incidents, escalation records, and RCA documentation accurate and current in Salesforce Service Cloud, Jira, ServiceNow, or related systems.
• Support Operational Coverage: Contribute to premium support readiness, reviews, on-call coordination, and continuous improvement of support processes and tools.

About You

Essential Skills

• 5+ years of experience in enterprise application or SaaS technical support, including ownership of complex customer-impacting issues.
• Hands-on experience supporting web applications built on Microsoft technologies, including .NET-based platforms.
• Proficiency in Azure Application Insights, Log Analytics, structured log analysis, and SQL, including practical use of DML statements for investigation where appropriate.
• Experience troubleshooting REST or Web APIs, integrations, authentication technologies such as SAML and SSO, and data-flow issues.
• Exceptional analytical and troubleshooting skills, with a structured approach to isolating problems and validating resolution.

Customer Service & Communication

• Excellent customer service and stakeholder management skills, with the ability to communicate confidently with both technical and non-technical audiences.
• Ability to provide calm, concise, and credible leadership during high-impact escalations.
• Ability to translate detailed technical findings into clear customer updates and actionable next steps.

Technical Expertise

• Working knowledge of cloud or data-centre hosted environments, Windows Server, background services, networking concepts, proxies, VPNs, firewalls, ports, and tools such as Wireshark.
• Familiarity with ITIL practices and enterprise support tools such as Salesforce Service Cloud, Jira, or ServiceNow.
• Flexibility to work rotational shifts and participate in weekend or on-call coverage when required.

Collaboration & Leadership

• Ability to manage competing priorities and coordinate effectively across global, cross-functional teams.
• Experience mentoring Support Engineers and improving team capability through practical coaching and knowledge sharing.
• Strong commitment to continuous improvement, accurate documentation, and proactive problem prevention.

Nice to Have

• Experience supporting premium, enterprise, or high-touch customer support programs.
• Experience with platform integrations, automation, PaaS environments, or third-party infrastructure troubleshooting.
• Experience leading technical incident reviews, producing RCAs, or identifying trends across multiple customer cases.
• Relevant Microsoft Azure, ITIL, database, or networking certification.

Benefits

• Health insurance fully paid-Spouse, children, and Parents
• Accident insurance fully paid
• Flexible working allowance
• 25 days holidays
• 7 paid sick days
• 13 public holidays
• Employee Assistance Program

Eptura Information

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• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.