Tech Lead
5 days ago
We're a leading organization in the industry, dedicated to delivering exceptional support services. Our team is passionate about providing top-notch assistance to our clients.
Job SummaryThe Tech Lead - Support Operations will oversee the day-to-day activities of the technical support team, ensuring that service levels and response times are consistently met. This role involves managing escalated customer issues, collaborating with cross-functional teams, and developing processes to optimize team efficiency.
Responsibilities:- Lead and manage the technical support team, guiding fellow tech specialists in their work and fostering a collaborative environment.
- Oversee daily operations, analyzing performance metrics to identify areas for improvement.
- Handle complex customer issues, resolving them promptly and professionally.
- Collaborate with project managers, solution architects, and developers to address client needs and enhance product offerings.
- Develop and implement support processes, tools, and documentation to streamline team workflow.
- Analyze support ticket trends, identifying root causes and proposing initiatives to boost product reliability and customer satisfaction.
- Provide regular performance feedback, coaching, and mentorship to team members.
- Bachelor's or Master's degree in Science or Engineering, or significant related experience.
- At least 5 years of experience in technical support or a similar customer-facing role.
- Excellent communication skills, with the ability to articulate complex concepts to both technical and non-technical audiences.
- Proven leadership experience, with the ability to motivate and inspire a team.
- Prior experience supporting B2B2C products, with a deep understanding of the unique challenges in this context.
- Familiarity with cloud-native platforms (e.g., AWS, Azure, GCP) and virtualization technologies.
- Ability to work independently, manage multiple priorities, and adapt to a fast-paced environment.
- Experience working with outsourced and in-house support team members.
- Capacity to interact directly with key enterprise customers during critical situations.
The estimated annual salary for this role is $120,000-$150,000, depending on location and experience. In addition to competitive compensation, we offer a comprehensive benefits package, including health insurance, retirement savings, and opportunities for professional growth and development.
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