We're looking for a Technical Support Team Lead to join our team in TLV to lead the support team!
The team is responsible for providing technical support and service to all of our customers, providing global support, and acting as the first line of technical response to external stakeholders. The role includes close collaboration with almost every team, from R&D and Product to Customer Success and Sales, and as such, requires a deep and thorough understanding of our products and their system architecture.
What Youll Do:
Lead a team of 3 technical support agents and grow the team with the expected growth plans.
Manage the teams day-to-day operations and lead and prioritize workload.
Build and maintain operational processes for the teams growth and meeting KPIs.
Be the technical lead for complex and challenging technical issues as a focal point during escalations.
Constantly enforce and optimize the teams processes to maximize productivity and efficiency.
Promote self-service plans to reduce the number of cases and improve efficiency.
Continuously monitor and adjust KPIs in order to meet the company objectives.
Onboarded and mentored new employees, enriched team training, and improved knowledge management processes.
Guide, mentor, and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards.
Work closely with Customer Success Teams in order to maintain a proactive success-oriented operation.
The team is responsible for providing technical support and service to all of our customers, providing global support, and acting as the first line of technical response to external stakeholders. The role includes close collaboration with almost every team, from R&D and Product to Customer Success and Sales, and as such, requires a deep and thorough understanding of our products and their system architecture.
What Youll Do:
Lead a team of 3 technical support agents and grow the team with the expected growth plans.
Manage the teams day-to-day operations and lead and prioritize workload.
Build and maintain operational processes for the teams growth and meeting KPIs.
Be the technical lead for complex and challenging technical issues as a focal point during escalations.
Constantly enforce and optimize the teams processes to maximize productivity and efficiency.
Promote self-service plans to reduce the number of cases and improve efficiency.
Continuously monitor and adjust KPIs in order to meet the company objectives.
Onboarded and mentored new employees, enriched team training, and improved knowledge management processes.
Guide, mentor, and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards.
Work closely with Customer Success Teams in order to maintain a proactive success-oriented operation.
Requirements:
3+ years of hands-on experience as a technical support engineer.
2+ years of managerial experience.
Experience in providing services to agreed SLAs.
Excellent technical, diagnostic, and troubleshooting skills.
Familiar with tools and frameworks such as databases (SQL/NoSQL), logging tools, system health monitoring tools, etc.
Ability to manage multiple tasks and priorities under high pressure.
Excellent customer and service orientation.
Strong verbal and written English and excellent interpersonal skills.
3+ years of hands-on experience as a technical support engineer.
2+ years of managerial experience.
Experience in providing services to agreed SLAs.
Excellent technical, diagnostic, and troubleshooting skills.
Familiar with tools and frameworks such as databases (SQL/NoSQL), logging tools, system health monitoring tools, etc.
Ability to manage multiple tasks and priorities under high pressure.
Excellent customer and service orientation.
Strong verbal and written English and excellent interpersonal skills.
This position is open to all candidates.
