Technical Support Team Lead

Description

HiredScore is the leading provider of Talent Orchestration technology. HiredScore’s artificial intelligence, automation, and deep integrations empower the largest and most innovative companies in the world to safely and transparently drive critical business outcomes in recruitment productivity, diversity hiring, internal mobility, and total talent management. HiredScore’s proprietary technology provides compliant-by-design AI that seamlessly connects to data and systems to power the shift to proactive and fair HR decisions. HiredScore is live in 150 countries and available in 70 languages.

We’re looking for a Technical Support Team Lead to lead our Tier-1 Support Specialists team. The team is responsible for providing technical support and service to all of HiredScore’s customers and he provides global 24x7 support and acts as the first line of technical response to both internal and external stakeholders. The role requires close collaboration with almost every team in HiredScore, from R&D and Product, through Customer Success and Sales and as such requires a deep and thorough understanding of the HIredScore products and its system architecture.

Roles & Responsibilities

• Lead a team of 10 technical support specialists.
• Manage the team’s day-to-day operations, lead and prioritize workload, serve as focal point during escalations, etc.
• Serve as technical lead for complex and challenging technical issues.
• Provide hands-on support and leadership in both the troubleshooting and the escalation process to the relevant engineering teams.
• Establish work procedures and processes according to company standards.
• Constantly enforce and optimize team’s processes to maximize productivity and efficiency.
• Promote self-service plans to reduce number of cases and improve efficiency.
• Define and meet the group’s success KPIs.
• Continuously monitor and adjust KPIs in order to meet company's contractual agreements.
• Establish and present the team's performance reports to management.
• Onboard and mentor new employees, enrich team training and knowledge management processes.
• Guide, mentor, and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards.
• Work closely with Customer Success Teams in order to maintain a proactive success-oriented operation.
• Push to improve the HiredSCore product, by raising support-related concerns, issues and improvement feedback to all relevant stakeholders (Product, R&D, Management).

What You Need

• 3+ years of hands-on experience as a technical support engineer or as a developer.
• 2+ years of managerial experience for a team of 5+ people.
• Natural “Can Do” approach and high sense of urgency and responsiveness.
• Experience in providing services to agreed SLA’s.
• Excellent technical, diagnostic, and troubleshooting skills.
• Familiar with tools and frameworks such as databases (SQL/NoSQL), logging tools, system health monitoring tools, etc.
• Ability to manage multiple tasks and priorities under high pressure.
• Excellent customer and service orientation.
• Strong verbal and written English and excellent interpersonal skills.