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#STSTL-PLA

Senior Technical Support Team Lead

location Macedonia • working time Full-time • remote Hybrid

About the job

We are seeking a highly skilled and motivated individual to join our team as a Senior Dev Support Team Lead.
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 three 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

  • 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.
  • 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.

Leadership and Communication Skills:

  • Strong problem-solving skills, with the ability to think strategically and make informed decisions
  • Excellent interpersonal and communication skills, with the ability to effectively collaborate with both technical and non-technical stakeholders.
  • Proven experience in leading and managing technical teams, driving their performance and growth.

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).

Advantages

  • Experience with PowerBi

What we can offer

● Additional 20 days of paid leave
● Remote work and flexible working hours
● Professional and career benefits
● Top-quality work environment
● Online courses
● Online sports activities
● Team Buildings and Christmas Parties

If you are looking for stability, professional growth, long-term career, and technology challenges in the sought-after companies – come and join us today! One last thing, if you have a lot of these skills, but not all of them, please still apply. We love to teach those who are willing to learn.

19 hours ago