High-Tech Service Delivery Lead

16 hours ago

Delhi, Delhi, India beBeeSupport Full time US$ 1,20,000 - US$ 1,50,000
Senior Application Support Engineer

About this Role:

This is a leadership position that requires technical expertise and people management skills to deliver exceptional service and support to our customers.

  • You will lead a team of engineers to improve the service delivery of our application support team.
  • Be hands-on in service delivery and be a senior member of a small team.
  • Act as the primary point of contact for escalated product issues from account and customer success teams.
  • Work closely with Development, QA, and Product Teams to find solutions to issues that affect customer experience.
  • Own and orchestrate the triage, investigation, and resolution of complex technical issues.
  • Be an expert in the products and workflows you support and promote knowledge sharing to partner teams.
  • Participate in application monitoring using logs, data stores, internal tools, and dashboards.
  • Be part of our incident response team, responding to alerts and bearing some on-call responsibilities.

Requirements and Qualifications:

  • A strong technical background with excellent troubleshooting, analytical, and data skills.
  • Familiarity with AWS services and an active SQL skill set.
  • Experience with release management toolset, and service reporting tools like Datadog.
  • An automation mindset to improve existing processes/procedures using available automation tools.
  • Strong documentation and knowledge-sharing skills.
  • Excellent communication skills and ability to build partnerships with engineering, QA, and customer-facing teams.
  • Demonstrated experience participating in change management and incident response processes.

What We Offer:

  • A competitive remuneration package.
  • A balanced, progressive, and supportive work environment.
  • Excellent parental leave and other leave entitlements.
  • A fully remote role.
  • Annual get-together with the team.
  • Endless learning and development opportunities.
  • Plenty of remote-friendly fun and social opportunities we love to come together as a team.

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