We are seeking a highly skilled and motivated Tier 2 Team Lead to join us and build our Tier 2 Support Team.
Tier 2 is our highest tier of support, working closely with our R&D and product teams. This is a unique opportunity as the team needs to be built almost from scratch (there is currently only one support engineer in the team).
As the Tier 2 Team Lead, you will play a vital role in assisting customers in resolving technical issues, answering their inquiries, supporting clients onboarding process and providing guidance on product functionality.
You will be responsible for not only building and hiring a team of talented Tier 2 Support Engineers but also developing and implementing internal processes and workflows to ensure the seamless delivery of support services.
In addition, you will collaborate closely with cross-functional teams, including product, engineering, and customer success, to establish and optimize work processes and drive customer satisfaction.
This role offers a unique opportunity to shape the direction of our support operations and make a significant impact on the success of our company. Until the team will be expanded in the next few months, you will be required to do hands-on work and work on tickets as well. If you have a strong technical background, you enjoy building teams and processes from scratch and helping customers and work in a fast-paced startup environment, this is an exciting opportunity for you!
Responsibilities:
1. Team Leadership:
Hiring talented Tier 2 support engineers based on hiring plan and build an onboarding process for new hires
Provide leadership, professional guidance, and mentorship to a team of Tier 2 support engineers
Foster a collaborative and supportive team environment that encourages knowledge sharing and professional development.
Set clear goals, KPIs and expectations for team members and provide regular feedback on performance.
2. Technical Expertise:
Serve as a subject matter expert on anything related to the product and implementation best practices.
Assist support engineers in resolving complex technical issues and escalations.
3. Client Support:
Act as the primary point of contact for Tier 2 escalations from external or internal clients, ensuring timely and effective resolution of issues.
Responsible for proactive communication with clients in relevant scenarios
Gather feedback on service delivery.
4. Processes and Workflows:
As the team is built from scratch, streamline processes and workflows will need to be defined and continuously optimized, to enhance the efficiency of Tier 2 operations.
Work closely with cross-functional teams to implement improvements and best practices.
Monitor key performance indicators (KPIs) to track the effectiveness of support operations and drive continuous improvement initiatives.
Tier 2 is our highest tier of support, working closely with our R&D and product teams. This is a unique opportunity as the team needs to be built almost from scratch (there is currently only one support engineer in the team).
As the Tier 2 Team Lead, you will play a vital role in assisting customers in resolving technical issues, answering their inquiries, supporting clients onboarding process and providing guidance on product functionality.
You will be responsible for not only building and hiring a team of talented Tier 2 Support Engineers but also developing and implementing internal processes and workflows to ensure the seamless delivery of support services.
In addition, you will collaborate closely with cross-functional teams, including product, engineering, and customer success, to establish and optimize work processes and drive customer satisfaction.
This role offers a unique opportunity to shape the direction of our support operations and make a significant impact on the success of our company. Until the team will be expanded in the next few months, you will be required to do hands-on work and work on tickets as well. If you have a strong technical background, you enjoy building teams and processes from scratch and helping customers and work in a fast-paced startup environment, this is an exciting opportunity for you!
Responsibilities:
1. Team Leadership:
Hiring talented Tier 2 support engineers based on hiring plan and build an onboarding process for new hires
Provide leadership, professional guidance, and mentorship to a team of Tier 2 support engineers
Foster a collaborative and supportive team environment that encourages knowledge sharing and professional development.
Set clear goals, KPIs and expectations for team members and provide regular feedback on performance.
2. Technical Expertise:
Serve as a subject matter expert on anything related to the product and implementation best practices.
Assist support engineers in resolving complex technical issues and escalations.
3. Client Support:
Act as the primary point of contact for Tier 2 escalations from external or internal clients, ensuring timely and effective resolution of issues.
Responsible for proactive communication with clients in relevant scenarios
Gather feedback on service delivery.
4. Processes and Workflows:
As the team is built from scratch, streamline processes and workflows will need to be defined and continuously optimized, to enhance the efficiency of Tier 2 operations.
Work closely with cross-functional teams to implement improvements and best practices.
Monitor key performance indicators (KPIs) to track the effectiveness of support operations and drive continuous improvement initiatives.
Requirements:
3+ years of practical experience in leading a team of support engineers in a Saas company
Proven experience and deep knowledge in ETL processes, databases, SQL, python, data management and data analytics
Excellent analytical and troubleshooting skills with a creative approach to problem-solving and attention to detail.
Bachelors degree in Information Technology/Industrial Engineering/Computer Science or other related field – Advantage
Strong leadership skills with the ability to motivate and inspire team members.
Effective communication skills, both written and verbal, with the ability to interact professionally with clients and internal stakeholders.
3+ years of practical experience in leading a team of support engineers in a Saas company
Proven experience and deep knowledge in ETL processes, databases, SQL, python, data management and data analytics
Excellent analytical and troubleshooting skills with a creative approach to problem-solving and attention to detail.
Bachelors degree in Information Technology/Industrial Engineering/Computer Science or other related field – Advantage
Strong leadership skills with the ability to motivate and inspire team members.
Effective communication skills, both written and verbal, with the ability to interact professionally with clients and internal stakeholders.
This position is open to all candidates.
