Manager Technical Support Engineering

3 weeks ago

Noida, India Devo Full time

Devo Technology is the only cloud-native logging and security analytics platform that releases the full potential of your data to empower bold, confident action. With unrivaled scale to collect all of your data without compromise, speed to give you immediate access and answers, and clarity to focus on the signals that matter most, Devo Technology is your ally in protecting your organization today and tomorrow. Headquartered in Boston, Mass., Devo Technology is backed by Insight Partners, Georgian, TCV, General Atlantic, Bessemer Venture Partners, Kibo Ventures and Eurazeo. Learn more at www.devo.com

Job Summary:

As a Support Team Lead you will provide remote support to customers through different channels like web, email, chat, phone and others. Able to research diagnosis, troubleshoot and resolve issues while properly managing customer expectations. This position will also support local Technical Support Engineers on their daily tasks and possible requests like holidays, sick leave, and such. Team Lead will report directly to the APAC Support Manager, with the rest of the engineers in APA reporting directly to them.

Responsibilities:

  • Perform remote customer support
  • Install and configure applications
  • Monitor and maintain the Devo platforms and/or software product
  • Maintain effective communication with customers through different channels like web, email, and phone.
  • Prioritizing and managing the workflow.
  • Troubleshooting, diagnosis, and resolving issues.
  • Maintaining procedural documentation and reports.
  • Ability to learn and work on changing technologies
  • Respond to customer calls, emails and act accordingly regarding issues.
  • Establish and maintain good working relationships with customers and other professionals.
  • Help Technical Support Engineers with their daily tasks when needed.
  • Coordinate with the team and distribute work among engineers.
  • Help local engineers in requests like PTO, sick leave, and related.

Requirements:

  • BS/BA degree in a technical field, or equivalent experience.
  • Strong focus and dedication to customers.
  • Effective written and verbal communication and interpersonal skills.
  • Strong analytical approach for diagnosing and troubleshooting to resolve technical problem issues.
  • Demonstrated ability to organize and prioritize tasks and communications to meet resolution times.
  • Strong troubleshooting, diagnosing skills to resolve technical issues.
  • Good knowledge of computer systems.
  • Familiar with Cloud Platforms (i.e. AWS GovCloud, CloudOne).
  • Hands on admin experience with Linux and Windows based servers.
  • Scripting knowledge using python, JavaScript, Perl, tcl and or any other similar technologies including regex.
  • Hands on experience with database and/or big data query language (i.e SQL, SPL, Linq)
  • Experience with Syslog
  • Desired experience with SIEM and/or with SOC
  • Demonstrated experience leading small teams

Why work at Devo?

  • You’ll join a company where we value our people and provide the tremendous opportunities that come with a hyper-growth organization.
  • Be part of an international company with a strong team culture that celebrates success. Share our core values: Be bold - Be inventive - Be humble - Be an ally .
  • Work in an environment that will challenge you and enable you to grow as a professional.


Comprehensive benefits, including:

  • Top end hardware
  • Employee referral program — get a bonus for helping friends get jobs at Devo
  • Employee Stock Option Plan.
  • Company offsites and events
  • Gender and diversity initiatives to increase visibility, inclusion, and sense of belonging.

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