Tech Support Lead

Job description

We are seeking a highly skilled and motivated Tech Support Lead to join our team. This role is key in establishing and managing Tier-1 to Tier-2 support operations for our growing customer base. The ideal candidate will work closely with our TechOps and Delivery teams for Tier-3 support escalations and with our Engineering teams for Tier-4 support escalation, develop processes, tools, and practices, and lay the groundwork for future growth of the Tech Support team.

Job requirements

Technical Skills and Experience:

• Proven experience in a technical support role.
• Strong knowledge and experience with Windows and Linux Operating Systems.
• Solid understanding of IT operations, including Security, Network, and Servers management.
• Proficient in English, both written and verbal.

Soft Skills

• Excellent customer service skills with a customer-centric approach.
• Ability to manage both Tier-1 and Tier-2 activities during company growth.
• Strong collaboration skills and the ability to work effectively with different teams.
• Excellent self-management and independence, with a quick ability to learn and adapt to new technologies and processes.
• "Yes we can" attitude with a proactive approach to problem-solving.
• Highly organized and thorough, yet flexible and agile when needed.
• Ability to work well under pressure and manage escalations effectively.

Job responsibilities

• Lead and manage Tier-1 to Tier-2 tech support operations.
• Communicate effectively with customers and internal teams and ensure high levels of satisfaction through excellent support service.
• Develop and implement support processes, tools, and best practices.
• Provide support for Windows and Linux environments.
• Manage and prioritize support tickets, ensuring timely resolution.
• Collaborate closely with the TechSupport, Delivery, and Engineering teams to ensure seamless escalations from Tiers 1-2 to Tiers 3-4
• Maintain thorough documentation of support processes and issues, and build a comprehensive company knowledge base
• Serve as a technical product specialist to our customers and to our internal teams.

Job benefits

• Be part of a vibrant and innovative startup environment.
• Opportunity to lay the foundation and shape the future of our tech support operations.
• Lead and grow a tech support team as the company scales.
• Collaborate with a passionate and dedicated team.
• Opportunities for growth and professional development.