Technical Support Team Lead

Навыки

• API (интеграции)
• HR-процессы
• JSON
• Лидерство
• MySQL
• Мониторинг и observability
• Решение задач

О компании и продукте

• Level 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.

Задачи

• 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

Требования

• 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
• 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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