We are looking for a sharp Technical Support Team Leader to join our R&D Organization and Lead a global team of passionate and talented Tier 1 – Tier 3 Technical Support Engineers.
Key Responsibilities
Supervise, coach, and mentor a team of Tier 1 – Tier 3 Technical Support Engineers
Monitor and evaluate the performance and productivity of the team and provide feedback and guidance
Handle escalated technical issues on complex systems and resolve them in a timely and professional manner
Establish and maintain best practices and procedures for technical support
Take an active role in continuously improving our product by interacting directly with our customers and our Developers & Cyber Teams, to make sure our company meets its ambitious goals.
Work in a fast-paced environment and handle multiple priorities with a sense of urgency.
Key Responsibilities
Supervise, coach, and mentor a team of Tier 1 – Tier 3 Technical Support Engineers
Monitor and evaluate the performance and productivity of the team and provide feedback and guidance
Handle escalated technical issues on complex systems and resolve them in a timely and professional manner
Establish and maintain best practices and procedures for technical support
Take an active role in continuously improving our product by interacting directly with our customers and our Developers & Cyber Teams, to make sure our company meets its ambitious goals.
Work in a fast-paced environment and handle multiple priorities with a sense of urgency.
Requirements:
4+ years of experience as a Technical Support Team Lead
Experience working with external customers
Experience in troubleshooting and debugging distributed systems
Experience in implementing support processes
Relevant experience in SaaS echo systems
High level of both spoken and written English – A must
A multitasker, hands-on problem-solver, and process oriented
Fast learner and passionate about adopting new technologies
Promote documentation agenda proactively
Experience working with global teams
Experience using or integrating AI-assisted tools
Advantage:
Experience working with Salesforce as a ticketing system
Familiarity with Jira
Working knowledge in Linux environment
Experience with the following technologies/tools: Kubernetes, Elasticsearch, Git, etc…
Experience with monitoring and visualization tools (Kibana, Grafana, Prometheus, etc.)
Experience writing scripts in Bash/Python
Familiarity with cyber security world.
4+ years of experience as a Technical Support Team Lead
Experience working with external customers
Experience in troubleshooting and debugging distributed systems
Experience in implementing support processes
Relevant experience in SaaS echo systems
High level of both spoken and written English – A must
A multitasker, hands-on problem-solver, and process oriented
Fast learner and passionate about adopting new technologies
Promote documentation agenda proactively
Experience working with global teams
Experience using or integrating AI-assisted tools
Advantage:
Experience working with Salesforce as a ticketing system
Familiarity with Jira
Working knowledge in Linux environment
Experience with the following technologies/tools: Kubernetes, Elasticsearch, Git, etc…
Experience with monitoring and visualization tools (Kibana, Grafana, Prometheus, etc.)
Experience writing scripts in Bash/Python
Familiarity with cyber security world.
This position is open to all candidates.
