Overview
Level 3 Technical Support Team Lead to oversee the advanced technical support team. Team Lead will be responsible for leading a team of skilled support engineers, ensuring the timely resolution of complex technical issues, and maintaining high levels of customer satisfaction. This role requires a strong technical background, excellent leadership skills, and a proven ability to manage and mentor a team.
Responsibilities
Team Leadership and Management
Lead, mentor, and coach a team of Level 3 Technical Support Engineers.
Conduct regular meetings, performance reviews, and provide constructive feedback.
Foster a collaborative and high-performing team environment.
Manage team schedules, workloads, and ensure adequate coverage.
Identify training needs and facilitate professional development opportunities for team members.
Participate in the hiring and onboarding process for new team members. Including Level 2 onboarding
Technical Support and Escalation Management
Oversee the resolution of complex technical issues and escalations from Level 2 support teams.
Act as an escalation point for critical customer issues.
Ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs).
Develop and implement strategies to improve support processes and efficiency.
Collaborate with engineering and product development teams to resolve bugs and implement solutions.
Maintain a deep understanding of our products, services, and underlying technologies.
Post-release product validation management
Required Technical Skills
Advanced SQL/MySQL skills for database investigation and data troubleshooting.
Strong experience analysing JSON, API requests/responses, and system logs.
Experience with log monitoring and observability tools, such as Splunk.
Strong understanding of REST APIs, integrations, webhooks, and data exchange workflows.
Ability to troubleshoot third-party integrations and external systems, including identifying the source of complex issues.
Strong root cause analysis and production incident troubleshooting skills, with the ability to work effectively with Engineering and Product teams.
Documentation and Knowledge Management
Oversee the creation and maintenance of technical documentation, troubleshooting guides.
Promote knowledge sharing within the team for knowledge gaps within Level 2 under Tech Support Director
Soft Skills
Leadership, communication, and interpersonal skills.
Strong analytical and problem-solving abilities.
Ability to work under pressure and manage multiple priorities effectively.
Customer-focused with a strong commitment to service excellence.
Strong organizational and time management skills.
