GLOBAL SUPPORT TEAM LEADER

We are looking a Global Tier 3 Team Leader to join our GCO - Technical Services group.
As a Tier 3 Team Leader, you will lead a global team responsible for handling the final escalation point within the service organization and serve as the vital link to our R&D, engineering, and quality departments.
In this role, you will oversee the troubleshooting and resolution of complex platform and system-wide issues. Additionally, you will provide continuous feedback to the R&D team to enhance system robustness and reliability, contributing valuable field experience to the next version of our product.
You will:
Lead a global technical expert team of multiple nationalities
Orchestrate the cases analysis, restoration, and resolution on production systems across the globe, lead technical escalation of strategic customers issues
Set and maintain support KPIs
Guide, approve and deliver R&D fixes/Service Packs
Collaborate with Engineering, Development and Quality groups to enhance support tools and processes
Work alongside the Learning and Regional support teams to improve the knowledge and skills of the technical team on-site.
Create and manage learning paths for Tier 3 engineers assuring technical excellence, manage support knowledge collaboration channels and portal