Technical Solutions Leader

Customer Support Leader

Job Title

We are seeking a seasoned expert to lead our customer support team. As a Senior Customer Support Engineer, you will serve as the primary technical interface between our organization and clients.

About Us

This is an ideal role for a professional who has grown through hands-on technical roles and evolved into project leadership, and now seeks a strategic, high-impact position with both technical depth and customer-facing influence.

Key Responsibilities

• Serve as the senior escalation point for advanced technical support queries, ensuring resolution of high-priority issues with urgency and precision.
• Lead root cause analysis (RCA) efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
• Establish and uphold support best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
• Monitor SLA adherence for response and resolution times and proactively implement measures to exceed customer satisfaction (CSAT) expectations.
• Guide and mentor junior support engineers, fostering technical growth and enhancing team performance.

Project Management

• Independently manage full lifecycle technical projects including client onboarding, integration, platform upgrades, and solution rollouts.
• Define and maintain project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.
• Provide senior-level project governance, communicating directly with client executives and internal leadership to align on scope, timelines, and business outcomes.
• Anticipate project risks and develop robust mitigation strategies; oversee scope, timeline, and budget adherence across multiple concurrent initiatives.
• Drive cross-functional collaboration across engineering, QA, operations, and customer success teams to achieve seamless project delivery.

Client Relationship & Enablement

• Cultivate long-term relationships with senior client stakeholders, serving as a strategic technical advisor aligned with their evolving business goals.
• Conduct executive-level briefings, solution workshops, and enablement programs tailored to client maturity and adoption stage.
• Represent the voice of the customer internally, bringing critical feedback into product roadmaps, architecture discussions, and support strategy.
• Promote long-term client value through proactive engagement, anticipating future needs and recommending enhancements or upgrades.

Operational Excellence & Continuous Improvement

• Analyze historical support and project data to identify systemic issues and opportunities for process optimization.
• Lead initiatives to streamline operations—automating workflows, improving documentation quality, and refining support methodologies.
• Contribute to internal reviews and planning cycles by presenting KPIs, trends, and risk forecasts related to client performance, issue frequency, and delivery metrics.
• Drive a culture of excellence, ownership, and innovation across all aspects of customer delivery and support.

Qualifications:

• 10–15 years of professional experience in technical support, systems engineering, or customer-facing IT services.
• Minimum 5+ years in managing customer-facing technical projects or enterprise implementations.
• Deep understanding of complex software systems, APIs, databases, and cloud-based infrastructure.
• Expertise with project management tools (e.g., JIRA, Asana, MS Project) and reporting platforms.
• Excellent communication and stakeholder management skills, with the ability to influence at senior levels.
• Demonstrated ability to mentor and lead technical teams, and to drive alignment across business and technical functions.

Benefits

This role offers a competitive compensation package, comprehensive benefits, and opportunities for professional growth and development.

We strive to create a work environment that is inclusive, collaborative, and supportive of diverse perspectives and experiences.

Others

We value innovative thinking, creativity, and a passion for delivering exceptional customer experiences.

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