Lead Support Engineer

Overview:

The role provides technical support to a proprietary application platform in a global environment, providing guidance to external users and internal colleagues alike. We're looking for a quick learner, who is skilled in customer support and knowledgeable with various application platforms, especially proprietary applications. The Lead Support Engineer should be experienced working with development and product teams, providing support to end-users in a work from anywhere model covering a global workforce.

We’re looking for a change agent who has experience with upscaling an existing application support function. Experience establishing automation processes within a support organization is required for success. This Lead will manage a small team globally and will help double it over the next few years. The Lead will be empowered to upskill our existing team members and ensure each colleague continues to grow and thrive.

What You’ll Do:

• Oversee daily operations of the support team to ensure adherence to service level agreements (SLAs)
• Monitor support tickets and ensure timely resolution of customer issues
• Support agents and engineers with coaching, mentoring, and performance feedback
• Handle escalated customer issues and ensure satisfactory resolution
• Conduct regular team meetings and training sessions
• Identify areas for process improvement and implement best practices
• Serve as a liaison between the support team and other departments (e.g., development, product management)
• Analyze support data to identify trends, patterns, and areas for improvement
• Generate and distribute regular reports on support performance metrics
• Provide insights and recommendations to enhance support operations and customer satisfaction
• Collaborate with the support team lead and manager to implement data-driven improvements
• Monitor and report on SLA compliance and support efficiency
• Conduct root cause analysis of recurring issues and suggest preventive measures

What You Have:

• Knowledgeable with web application SaaS platforms and architecture
• Knowledgeable with SQL, possibly other database operations
• Experience with features such as voice conferencing, emailing, etc.
• Product knowledge, programming logic
• Setting operational standards and procedures
• Experience in web stack operations, VOIP, SMTP, etc. a plus
• Certifications including ITIL, CompTIA A+, etc.
• 12+ years of work experience showing progressive growth in the field
• 3+ years of management experience, ideally as a team lead
• Presentable, excellent communication skills, high energy
• Hands-on experience with application support in a global, enterprise environment
• Tech writing and documentation
• Ability to rapidly analyze issues, anticipate consequences, make decisions, and initiate action
• Ability to work independently and as part of a team
• Present monthly reports / metrics to managers and stakeholders

The annual base salary range for this position is $120,000 - $140,000.