Technical Support Team Lead
Overview
Level 2/3 Technical Support Team Lead to oversee the advanced technical support team. Team Lead will be responsible for leading a team of skilled support engineers, ensuring the timely resolution of complex technical issues, and maintaining high levels of customer satisfaction. This role requires a strong technical background, excellent leadership skills, and a proven ability to manage and mentor a team.
Responsibilities
Team Leadership and Management
- Lead, mentor, and coach a team of Level 3 Technical Support Engineers.
- Conduct regular meetings, performance reviews, and provide constructive feedback.
- Foster a collaborative and high-performing team environment.
- Manage team schedules, workloads, and ensure adequate coverage.
- Identify training needs and facilitate professional development opportunities for team members.
- Participate in the hiring and onboarding process for new team members. Including Level 2 onboarding
Technical Support and Escalation Management
- Oversee the resolution of complex technical issues and escalations from Level 2 support teams.
- Act as an escalation point for critical customer issues.
- Ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs).
- Develop and implement strategies to improve support processes and efficiency.
- Collaborate with engineering and product development teams to resolve bugs and implement solutions.
- Maintain a deep understanding of our products, services, and underlying technologies.
- Post-release product validation management
Required Technical Skills
- Advanced SQL/MySQL skills for database investigation and data troubleshooting.
- Strong experience analysing JSON, API requests/responses, and system logs.
- Experience with log monitoring and observability tools, such as Splunk.
- Strong understanding of REST APIs, integrations, webhooks, and data exchange workflows.
- Ability to troubleshoot third-party integrations and external systems, including identifying the source of complex issues.
- Strong root cause analysis and production incident troubleshooting skills, with the ability to work effectively with Engineering and Product teams.
Documentation and Knowledge Management
- Oversee the creation and maintenance of technical documentation, troubleshooting guides.
- Promote knowledge sharing within the team for knowledge gaps within Level 2 under Tech Support Director
Soft Skills
- Leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work under pressure and manage multiple priorities effectively.
- Customer-focused with a strong commitment to service excellence.
- Strong organizational and time management skills.
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Technical Support Team Lead
Прямой работодатель Zentist( zentist.io )
USA
Тимлид/Руководитель группы
Support, бэкофис
- CRM
- Data Analysis
- ERP
- IoT/IIoT
- ML/AI
- SaaS/PaaS
3 сентября
Удаленная работа
Опыт работы от 3 до 5 лет
Работодатель Zentist
Короткая ссылка: geekjob.ru/hih3
Откликнуться
Описание вакансии
Overview
Level 2/3 Technical Support Team Lead to oversee the advanced technical support team. Team Lead will be responsible for leading a team of skilled support engineers, ensuring the timely resolution of complex technical issues, and maintaining high levels of customer satisfaction. This role requires a strong technical background, excellent leadership skills, and a proven ability to manage and mentor a team.
Responsibilities
Team Leadership and Management
- Lead, mentor, and coach a team of Level 3 Technical Support Engineers.
- Conduct regular meetings, performance reviews, and provide constructive feedback.
- Foster a collaborative and high-performing team environment.
- Manage team schedules, workloads, and ensure adequate coverage.
- Identify training needs and facilitate professional development opportunities for team members.
- Participate in the hiring and onboarding process for new team members. Including Level 2 onboarding
Technical Support and Escalation Management
- Oversee the resolution of complex technical issues and escalations from Level 2 support teams.
- Act as an escalation point for critical customer issues.
- Ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs).
- Develop and implement strategies to improve support processes and efficiency.
- Collaborate with engineering and product development teams to resolve bugs and implement solutions.
- Maintain a deep understanding of our products, services, and underlying technologies.
- Post-release product validation management
Required Technical Skills
- Advanced SQL/MySQL skills for database investigation and data troubleshooting.
- Strong experience analysing JSON, API requests/responses, and system logs.
- Experience with log monitoring and observability tools, such as Splunk.
- Strong understanding of REST APIs, integrations, webhooks, and data exchange workflows.
- Ability to troubleshoot third-party integrations and external systems, including identifying the source of complex issues.
- Strong root cause analysis and production incident troubleshooting skills, with the ability to work effectively with Engineering and Product teams.
Documentation and Knowledge Management
- Oversee the creation and maintenance of technical documentation, troubleshooting guides.
- Promote knowledge sharing within the team for knowledge gaps within Level 2 under Tech Support Director
Soft Skills
- Leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work under pressure and manage multiple priorities effectively.
- Customer-focused with a strong commitment to service excellence.
- Strong organizational and time management skills.
Специализация
Support, бэкофис
Отрасль и сфера применения
CRM
Data Analysis
ERP
IoT/IIoT
ML/AI
SaaS/PaaS
Уровень должности
Тимлид/Руководитель группы
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