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Senior Technical Support Team Lead (on site)

location Macedonia • working time Full-time • remote Office

About the job

Matrix Eastern Europe, the offshore division of Matrix IT, one of the leading global R&D services companies with more than 11,000 professionals, is looking for a Senior Technical Support Team Lead (on site) to join one of our teams!

As the team lead, you will be responsible for managing a team of three support engineers, providing exceptional support to our customers and internal teams, and driving the adoption of internal automation tools and reports.This is a critical role that requires a combination of technical expertise, leadership abilities, and a strong customer-centric mindset.

Responsibilities

  • Team Management:
    • Lead and manage a team of four support engineers, providing guidance, mentorship, and fostering a collaborative and productive work environment.
    • Set performance goals and provide regular feedback to team members, assisting them in their professional growth and development.
    • Conduct daily team meetings to ensure alignment, share knowledge, and address challenges or concerns.
    • Collaborate with other teams to ensure smooth coordination and effective communication between support and other departments.
  • External and Internal Support:
    • Provide exceptional Tier 1 & 2 technical support to our customers and providers, promptly resolving their issues and ensuring high levels of customer satisfaction.
    • Act as an escalation point for complex or critical customer issues, working closely with the team to drive efficient and effective resolutions.
    • Collaborate with internal teams such as development, QA, and operations to investigate and resolve customer-reported issues, advocating for customers’ needs.
    • Continuously improve the support process and knowledge base, ensuring accurate documentation and sharing of best practices.
  • Monitoring and Troubleshooting:
    • Develop and implement proactive monitoring strategies to identify and address potential issues before they impact customers.
    • Utilize monitoring tools and techniques to analyze system performance, identify bottlenecks, and optimize application and infrastructure stability.
    • Investigate and troubleshoot complex technical issues reported by customers or internal teams, employing diagnostic tools and methodologies.
    • Collaborate with development and infrastructure teams to diagnose and resolve root causes of issues, driving long-term stability and performance improvements.
  • Automation Tools and Reports:
    • Identify opportunities to streamline and automate support processes, leveraging internal tools and technologies.
    • Drive the adoption and usage of internal automation tools within the support team, improving efficiency and reducing manual efforts.
    • Develop and maintain reports and dashboards to provide insights into support metrics, team performance, and customer trends.
    • Collaborate with internal teams to prioritize and implement enhancements to the support tools and systems.

Requirements

  • Technical Expertise:
    • Solid experience in customer support and troubleshooting, with proficiency in DBs such as SQLS and mongoDB, and knowledge of scripting languages such as Python.
    • Good understanding of web technologies, APIs, databases, alerting and monitoring.
    • Familiarity with support ticketing systems, bug tracking tools, and monitoring tools. Previous DevOps Experience: AWS EC2 Instances, SQLS administration, Zabbix.
    • Experience with PowerBi is an advantage.
  • Leadership and Communication Skills:
    • Proven experience in leading and managing technical teams, driving their performance and growth.
    • Excellent interpersonal and communication skills, with the ability to effectively collaborate with both technical and non-technical stakeholders.
    • Strong problem-solving skills, with the ability to think strategically and make informed decisions.
  • Customer Focus:
    • Demonstrated passion for delivering exceptional customer support, with a customer-centric mindset.
    • Ability to empathize with customers, understand their needs, and proactively address their concerns.
  • Automation and Process Improvement:
    • Experience in driving automation initiatives and implementing process improvements within a support or operations environment.
    • Familiarity with automation tools, scripting, and data analysis techniques.
  • Excellent English Level
  • Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).

What we can offer

  • Additional 20 days of paid leave
  • Professional and career benefits
  • Top-quality work environment
  • Online courses
  • Online sports activities
  • Team Buildings and Christmas Parties
19 hours ago