Technical Support Lead

Responsibilities:

• Lead and manage the technical support team, providing guidance, coaching, and mentorship to fellow tech support specialists.
• Oversee the day-to-day operations of the support team, ensuring that service levels and response times are met.
• Handle escalated customer issues ensuring timely resolution.
• Collaborate with cross-functional teams, including Project Managers, Solution Architects and developers, to address customer needs and enhance product offerings.
• Develop and implement support processes, tools, and documentation to optimize the team's efficiency and effectiveness.
• Continually assess current communication processes, propose improvements, and implement best practices with the overall goal of providing an effective and delightful customer support experience.
• Conduct regular performance reviews, provide feedback, and identify areas for skill development and improvement.
• Analyze support ticket trends, identify root causes, and propose initiatives to enhance product reliability and customer satisfaction.
• Leverage prior experience in tech support for B2B2C products to establish support metrics and KPIs, generate reports, and present findings to management.

Qualifications:

• Bachelors/Masters degree Science/Engineering, or a significant related experience.
• 5+ years of experience in technical support or a similar customer-facing role.
• Excellent communication skills, with the ability to articulate technical concepts to both technical and non-technical audiences.
• Proven experience in a leadership or supervisory role, with the ability to motivate and inspire a team.
• Prior experience supporting B2B2C products, with a deep understanding of the unique challenges and considerations in this context.
• Experience working with cloud-native platforms (e.g., AWS, Azure, GCP) and virtualization technologies.
• Proven ability to work independently, manage multiple priorities, and adapt to a fast-paced and evolving environment.
• Experience working with outsourced and in-house support team members
• Ability to work directly with key enterprise customers during production matters