Team Lead, Technical, Product Support
Team Lead, Technical, Product Support
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Job Description
What youll be doing:
1. Lead and Manage the Team Oversee a team of technical product support engineers
providing effective leadership and fostering a high-performance culture.
2. Communicate Roadmaps and Progress Define and share a clear support roadmap
with stakeholders and leadership. Prepare and deliver regular updates on progress goals
and key initiatives.
3. Inspire and Develop Talent Conduct regular 1:1 meetings provide constructive
feedback and mentor team members to support their professional growth and career
development.
4. Drive Career Development Create individual development plans monitor progress
and continuously evaluate team performance to ensure alignment with company
standards.
5. Resource and Capacity Planning Manage resource allocation and ensure capacity
planning aligns with project demands and support priorities.
6. Deliver Level 2 Technical Support Investigate and resolve technical issues raised by
customers or internal teams escalating to the development team when necessary.
7. Incident Management Act as Incident Manager when required coordinating incident
response assessing customer impact and ensuring timely resolution with minimal
disruption.
8. Cross-Team Collaboration Work closely with Level 1 Customer Support as well as
Development and Operations teams to facilitate efficient issue resolution and knowledge
sharing.
What youll need:
1. People Management: Demonstrated experience leading and managing small to mid-
sized teams. Ability to design and facilitate career development paths including setting
performance goals and fostering professional growth
2. Customer Focus: Demonstrates a strong commitment to customer service striving to
resolve issues swiftly and effectively.
3. Technical Aptitude: Possesses a solid understanding of operating systems networks
SQL and observability tools such as Datadog Grafana ElasticSearch and Kibana along
with a keen willingness to learn and adapt to new technologies rapidly.
4. Problem-Solving Skills: A logical thinker capable of analyzing issues and identifying
root causes with precision.
5. Communication Skills: Skilled in articulating technical concepts clearly and succinctly
to both technical and non-technical audiences with strong written and verbal
communication skills in English.
6. Incident Management: Capable of assessing customer impact and managing incidents
by coordinating across multiple teams to drive quick and effective resolutions.
Qualification:
1. Bachelors degree in Computer Science Information Technology Engineering or a
related field (Masters degree is a plus).
2. 7 years of experience in technical support product support or a related field.
3. 2 3 years in a leadership or managerial role preferably in a high-paced technology or
SaaS environment.
4. Proven experience in handling complex technical issues and incident management.
5. Ability to use observability tools such as Datadog Grafana ElasticSearch and Kibana as
well as cloud services like AWS
6. Excellent command in English both spoken and written
Nice to have:
1. Knowledge of IT service management (ITSM)- Incident management problem
management change management
2. Experience in agile methodology with Confluence Jira or other similar task
management
Required Experience:
Senior IC
Employment Type
Full-Time
