{"id":4194422,"url":"https://alion.io/job/propylon-support-tech-lead","title":"Support Tech Lead","company":{"id":1902709,"name":"Propylon","domain":"propylon.com","url":"https://alion.io/company/propylon","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":97,"open_postings":47,"ghost_share":0,"stale_share":0,"repost_share":0.511,"time_to_fill_p50_days":17,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cluj-Napoca, Romania"],"countries":["RO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-12T20:14:30Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-14T23:03:05Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Purpose\nThe Technical Lead is responsible for the delivery and continuous improvement of the Support Platform. Working alongside Support Analysts, ServiceNow Developers, and AI Automation Engineers, the role combines analytics, technology, and engineering to reduce support demand, improve customer experience, and increase operational efficiency.\nWorking closely with the Product Manager and Head of Deflection, the Technical Lead transforms operational insights into scalable solutions through automation, self-service, knowledge management, AI capabilities, and ServiceNow enhancements.\nAbout Product & Technology\nProduct & Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Product & Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS.\nWith a global reach, Product & Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Product & Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.\nJob Overview\nKey Responsibilities\nTeam Leadership\nEstablish delivery priorities and technical standards.\nMentor team members and promote continuous improvement.\nManage technical capability, resource planning, and delivery quality.\nAnalytics & Insight\nOversee analysis of support demand, recurring issues, and service performance trends.\nEnsure actionable insights are produced from support data.\nWork with analysts to identify opportunities for automation, self-service, and process improvement.\nSupport data-driven decision making across the Deflection function.\nTechnical Delivery\nDesign and deliver solutions that reduce support demand and improve operational efficiency.\nLead implementation of AI-assisted triage, intelligent routing, workflow automation, and self-service capabilities.\nOversee ServiceNow development, integrations, and platform enhancements.\nEnsure solutions are scalable, secure, and supportable.\nPlatform Ownership\nOwn the technical architecture of the Support Platform.\nManage platform health, technical debt, and engineering standards.\nDrive adoption of AI, automation, and knowledge-driven capabilities.\nEvaluate new technologies that support the deflection strategy.\nSuccess Measures\nImprovement in support deflection rates.\nReduction in repeatable support demand.\nAdoption of automation, AI, and self-service capabilities.\nQuality and timeliness of analytics and recommendations.\nDelivery of roadmap commitments.\nTechnical team effectiveness and capability growth.\nPlatform reliability and performance.\nLife at RWS\nLife at RWS- If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS.\nOur purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career.\nIn return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.\nRWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.\nRWS Values\nGet the 3Ps right - Partner, Pioneer, Progress - and we´ll Deliver together as RWS.\nRecruitment Agencies: RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.","description_format":"text","description_chars":5169,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","RegTech, AML & Compliance","Legal Software"],"lifecycle":[{"event":"open","at":"2026-11-12T20:14:30Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":17,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-11-14T05:58:10Z"},"pay":null,"html_url":"https://alion.io/job/propylon-support-tech-lead","json_url":"https://alion.io/job/propylon-support-tech-lead.json","meta":{"generated_at":"2026-11-15T00:44:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1363,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1902709},"rest":"https://alion.io/mcp/rest/get_company?id=1902709"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpropylon-support-tech-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpropylon-support-tech-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpropylon-support-tech-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/propylon-support-tech-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpropylon-support-tech-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4194422}},{"tool":"search_jobs","arguments":{"company":"propylon.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4194422},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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