Technical Lead

Technical LeadDepartment SupportEmployment Type Full TimeLocation IndiaDescriptionShape the Future of Work with EpturaAt Eptura we re not just another tech company-we re a global leader transforming the way people workplaces and assets connect Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world Trusted by 45 of Fortune 500 companies we re redefining workplace innovation and driving success for organizations around the globe As the Technical Lead you need to excel at customer service and technology You are responsible for working with clients answering support requests by phone email and in-app communication channels We have a hands-on culture and expect you to roll up your sleeves and help tackle any problem that stands in the way of customers success To do this you will learn how to use and configure our software and will also learn about our clients more complex needs and business processes You will be expected to use this knowledge to effectively take ownership of advanced support requests and see them through to resolution While many requests are handled individually Customer Support is a highly collaborative team and you will frequently work with and learn from your team members while also escalating tickets to development teams and others Responsibilities Act as a subject matter expert SME Resolve complex system and application configuration issues with in-depth technical expertise Gain and maintain deep product knowledge Understand Condeco s products integrations and configurations to provide effective support Collaborate with global customers Present complex ideas clearly while identifying and resolving application issues Analyze and monitor issues Use tools and techniques to track cloud infrastructure and software-related problems Address patterns and root causes Anticipate broader implications beyond immediate issues to implement effective solutions Identify and escalate advancements Submit software bugs feature requests and automation opportunities to the Engineering CloudOps team Foster cross-functional collaboration Work with other departments to deliver exceptional customer experiences and support Develop knowledge base resources Create articles to enhance self-service troubleshooting for customers and internal staff Update internal documentation Regularly review and revise documentation suggesting process improvements to management Guide and mentor team members Provide oversight advice and reviews to support engineers on the team Utilize support tools and processes Ensure incident information is up-to-date and accurate across support tools Troubleshoot hardware software configurations Address product-related hardware and software issues with hands-on expertise Lead advanced troubleshooting Resolve issues in critical areas including Azure APIs Webhooks SQL SAML SSO and Android iOS platforms About You Essential Skills Proficient in application support for NET frameworks Skilled with tools like Azure App Insights SQL queries and log analytics Customer Service Communication You deliver exceptional customer service and communicate effectively whether through writing speaking or presenting You work well with people at all levels and can influence and collaborate with ease You have a proven ability to motivate and mentor team members to achieve goals Technical Expertise 6 years of experience supporting SaaS applications in cloud-based environments Advanced knowledge in Azure SQL Server APIs SAML and SSO Skilled in troubleshooting Web APIs and analyzing log data Familiar with ITIL best practices and experienced in using systems like JIRA or Salesforce Service Cloud Flexible with rotational shifts and weekend on-call schedules Collaboration Problem-Solving Experienced in resolving challenges by working closely with cross-functional teams Strong commitment to continuous improvement and familiarity with change management Bonus Hands-on experience troubleshooting third-party network issues Personal Attributes Passionate about delivering outstanding customer experiences Positive and proactive always looking for solutions Benefits Health insurance fully paid-Spouse children and Parents Accident insurance fully paid Flexible working allowance 25 days holidays 7 paid sick days 10 public holidays Employee Assistance Program Eptura Information Follow us on Twitter LinkedIn Facebook YouTube Eptura is an Equal Opportunity Employer At Eptura we promote our flexible workspace environment free from discrimination We believe that diversity of experience perspective and background leads to a better environment for all our people and a better product for our customers Everyone is welcome at Eptura no matter where you are from and the more diverse we are the more unified we will be in ensuring respectful connections all around the world