Senior Technical Support Lead

3 days ago

Chennai, Tamil Nadu, India beBeeTechnical Full time ₹ 9,00,000 - ₹ 12,00,000
Job Overview

We are seeking a seasoned professional to assume the role of Technical Support Lead. This is an exciting opportunity for an experienced individual to spearhead our technical support operations and drive excellence in customer service.

The successful candidate will possess a strong background in troubleshooting complex technical issues, leading teams, and mentoring junior engineers. They will be responsible for analyzing root causes, developing effective workarounds, and communicating with stakeholders to ensure seamless issue resolution.

Key Responsibilities
  1. Troubleshoot Complex Issues: Utilize advanced problem-solving skills to diagnose and resolve intricate technical problems raised by local markets and regional users.
  2. Lead and Mentor Junior Engineers: Provide guidance, coaching, and mentorship to junior support engineers to enhance their skills and knowledge.
  3. Root Cause Analysis: Conduct thorough analysis to identify the underlying causes of technical issues and develop effective solutions.
  4. Issue Communication: Communicate the status of issues to users, product teams, and other stakeholders in a clear and timely manner.
  5. Data Profiling and Verification: Perform data profiling, verification, and analysis to ensure accuracy and integrity.
  6. Server Monitoring: Monitor server activities, resource utilization, and system health to prevent downtime and optimize performance.
  7. Collaboration: Work closely with DevOps teams to implement new releases, changes, and updates across all environments.
  8. Training and Development: Design and deliver end-user training materials, operational guides, and conduct training sessions to enhance user knowledge and adoption.
Requirements
  • Strong Technical Background: Minimum 3 years of experience in technical support or related field.
  • Leadership and Mentoring Skills: Proven ability to lead and mentor junior engineers.
  • Analytical and Problem-Solving Skills: Excellent analytical and problem-solving skills to diagnose and resolve complex technical issues.
  • Communication and Interpersonal Skills: Strong communication and interpersonal skills to effectively interact with users, product teams, and other stakeholders.
What We Offer

We offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package.

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