Support Engineering Lead

4 weeks ago

Mangalore, Karnataka, India Coates Group Full time

Role Responsibilities

Leadership and Guidance: Oversee and support a team of Level 2 and Level 3 Support Engineers, ensuring alignment with Coates' strategic goals and high-performance standards.Advanced Technical Support: Act as the primary escalation point for complex support issues and maintain expert-level knowledge of Coates Group products.Operational Excellence: Identify and lead initiatives to improve service delivery and efficiency, collaborating with the Support Engineering Manager to refine support processes.Knowledge Management and Training: Develop and maintain documentation and knowledge bases and conduct training sessions to ensure team skills are up-to-date.Stakeholder Management: Communicate regularly with product management, software engineering, and customer success teams to advocate for product adjustments and enhancements and prepare reports on support activities for senior management and other stakeholders.Escalation Management: Working with global support peers and market teams, manage escalations and on-call coverage windows directly and via the team. 

Role Requirements

Degree in Business Engineering, Computer Science, or a related technical field.At least 3 years of experience in a technical support lead role, with a proven track record in team management and technical problem solving.Strong technical acumen with hands-on experience in Linux, SQL, and familiarity with support tools like Salesforce and Zendesk.Experience drafting and managing knowledge content for use in support workstreamsJoin a Crew that CaresBe part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).The benefits include an annual market competitive bonus program and our "Thrive Program" which includes a suite of flexible work options because we're strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a "Give Back Day" to allow our Crew an opportunity to make an impact in the community.

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