Technical Support Team Lead

successful startup, the leading provider of Talent Orchestration technology, operates in the HR Tech space and has developed a SaaS platform with a suite of products for HR functions, including recruitment, employee promotion, and more.

The company's technology provides compliant-by-design AI that seamlessly connects to data and systems to power the shift to proactive and fair HR decisions. The startup is experiencing significant growth, with large global clients.

The company has about 190 employees, most of whom are based in Israel. Located in Tel Aviv and operate in a hybrid model, with two days of remote work per week.

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.

Requirements-

• 3 years of hands-on experience as a technical support engineer or as a developer.
• Two 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