Technical Support Lead

3 weeks ago

Navi Mumbai, Maharashtra, India V2Solutions Full time

Tech Support Lead (AWS/Devops)

Location : Vashi, Navi Mumbai

Hiring mode : Work from Office

Exp : 4 to 7 years

Job Description :

Advanced Technical Support :

1. Resolve escalated technical issues beyond Level 2 capabilities.

2. Perform in-depth troubleshooting across hardware, software, and network domains.

3. Develop and implement long-term solutions for recurring problems.

Team Leadership :

1. Mentor and guide Level 2 support engineers.

2. Facilitate onboarding and knowledge sharing.

3. Promote best practices in customer service and technical Collaboration :

1. Liaise with engineering and product teams to relay user feedback and technical challenges.

2. Coordinate with internal departments for issue resolution and project execution.

Documentation & Knowledge Management :

1. Maintain detailed documentation of complex issues and resolutions.

2. Ensure internal knowledge base is current and accessible.

Process Improvement :

1. Analyze support metrics to identify inefficiencies.

2. Recommend and implement process enhancements to improve user satisfaction.

Customer Engagement :

1. Handle high-priority user issues directly.

2. Ensure clear communication and follow-up for resolution confirmation.

Mandatory Skillset :

Strong understanding of :

- Hardware and operating systems (Windows, macOS, Linux)

- Productivity tools (Microsoft Office, email clients)

- Service Desk and ITSM tools (preferably ServiceNow, Jira)

Technical proficiency in :

- AWS services (EC2, S3, Lambda, RDS, CloudWatch)

- Programming languages (preferably Python; Java/.Net also acceptable)

- Databases (SQL, NoSQL, PostgreSQL, DynamoDB, RDS)

Familiarity with :

- Monitoring tools like New Relic Data visualization tools (Tableau a plus)

- CRM platforms (Salesforce a plus)

- Salesforce administration (user/license management, roles, permissions, data tools like Data Loader, Workbench)

- Strong analytical, problem-solving, and troubleshooting skills

- Excellent leadership, communication, and interpersonal abilities

Required Experience :

- Minimum 5 years in technical support roles

- At least 1 to 2 years in a lead or supervisory capacity

- Hands-on experience in resolving complex technical issues

- Prior exposure to customer-facing IT support environments

- Familiarity with ITIL processes and service management tools.

(ref:hirist.tech)

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