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Lead Technical Support Engineer

4 weeks ago

Bengaluru, India Zepto Full time

About the Role:

We are seeking an experienced and dynamic Technical Lead to join our Engineering Support Team. The ideal candidate will lead a team of Technical Support Engineers, ensure exceptional support delivery, and drive continuous improvement in support processes. This role requires a blend of technical expertise, leadership, and a customer-focused mindset.


Key Responsibilities:


Team Leadership:

● Lead, mentor, and manage a team of Technical Support Engineers.

● Foster professional growth and ensure exceptional support delivery. Monitoring:

● Hands-on experience with monitoring tools such as New Relic, AWS CloudWatch, Grafana, Prometheus etc. Customer-Focused Support:

● Act as the primary point of contact for escalated customer or Operations Tech issues.

● Provide high-touch support and resolution.


Technical Expertise:

● Maintain in-depth knowledge of the domain and technical understanding.

● Assist the team in complex issue resolution.

● Provide additional support to the development team in debugging root causes, writing scripts or automations. Process Optimization:

● Continuously improve support processes and workflows.

● Seek efficiency and enhance customer satisfaction.


Quality Assurance:

● Implement and maintain quality control and monitoring systems.

● Ensure the highest standards of customer satisfaction.


Stakeholder Management:

● Handle technical escalations.

● Work closely with other departments to provide solutions and facilitate rapid issue resolution. Reporting and Analysis:

● Generate and review reports on support metrics.

● Identify trends and proactively address potential issues.


Documentation:

● Own the team's Confluence page to maintain task documentation.

● Ensure documents are updated timely and are easily accessible for reference. Incident Life Cycle Management:

● Understand incident flows, impacts, and severity.

● Track the entire incident life cycle and maintain RCA records.

● Monitor actionable items to ensure timely resolution. 24x7 Support:

● Maintain and manage 24x7 support operations.


Customer Advocacy:

● Serve as an advocate for our customers within the organization.

● Ensure customer needs and feedback are heard and acted upon.


Training and Development:

● Plan and execute ongoing training and development programs for the support team.

● Keep team skills up-to-date.


Requirements:

● 6-10 years of experience in a technical support role, preferably in eCommerce or Logistics & Supply Chain domains.

● Proven leadership experience with the ability to lead, mentor, and motivate a support team.

● Excellent problem-solving skills and technical aptitude.

● Strong communication and interpersonal skills.

● Proficiency in Python, SQL, AWS, MongoDB, and Unix.

● Experience with support monitoring tools (New Relic, Grafana, CloudWatch, Sentry) and ticketing platforms (JIRA, Zendesk, Salesforce).

● Exceptional customer service orientation and a commitment to delivering an outstanding customer experience.

● Ability to adapt to different day/night shifts as needed.

● Demonstrated ability to work in a fast-paced, dynamic environment.