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Technical Support Director
2 weeks ago
As the Technical Support Director, you will lead the technical support function at Omniful, overseeing a specialized team that handles advanced escalations from our frontline Support team. Your key responsibilities include leading the investigation of critical or complex technical issues, collaborating with cross-functional teams for rapid resolution, and implementing best practices in root cause analysis to ensure solutions address underlying issues and reduce repeat incidents.
Key Responsibilities:
- Recruit, mentor, and retain a high-performing Technical Support team equipped to handle advanced troubleshooting and incident resolution.
- Serve as the primary point of contact for the frontline Support team when issues require deeper technical expertise.
- Oversee the escalation process to Engineering, ensuring that all necessary diagnostics, logs, and background details are documented.
Requirements:
- Demonstrated experience in technical operations and management.
- Excellent leadership, communication, and problem-solving skills.
- Able to analyze complex technical issues and implement effective solutions.