Position: Lead Technical Support Engineer
Company: GlobalLogic
Experience required: 3y
Category: Lead
English level: upper
Published: 2021-05-01T00:00:00+03:00

Are you a talented Application Support Lead who can co-ordinate and motivate the team, have a passion and desire for customer service, and excel in their role? Application Support Lead will be responsible for providing technical solutions and advice for the software products provided by the business. The role is instrumental in working with the L1 support teams and delivering improvements in customer support and experience

The right candidate should be a natural problem-solver and a strong communicator. This person will work in close collaboration with R&D, Customer Success, and Product Teams. This role will be engaged in cross-platform projects and strongly influence the product’s evolution by providing valuable feedback to help shape the future of our product development.

This is an exciting time to be part of a growing platform development team where you will be able to make a difference and realize personal development.

**About customer, project**

Customer – US-based leader in automated car wash systems. The project aims to develop a brand new hybrid platform that aims to replace current legacy solutions and open the new business potential for the client. We are looking for people willing to work in a fast-paced, solutions-oriented, and creative environment.

**Requirements**

- 2+ years of experience as Customer Support Team Leader (L1, L2, or L3)
- 3+ years of experience with technical support / QA / data analysis/ development/ technical account management
- Fluent in English is a must
- Strong HW/SW problem-solving and troubleshooting skills;
- Good understanding of ITIL, ITSM
- Experience in SQL querying and managing data
- Ability to perform log level analysis
- Good reporting and prioritization skills;
- Structured and process-oriented
- Good skills to build business relations with Management, teammates, colleagues;
- Exceptional troubleshooting, problem-solving, customer service, and analytical skills
- Self-learning ability, self-motivated and team player
- Computer Science fundamentals knowledge
- Good experience in manual testing
- Ambition to learn new systems, procedures, techniques in a short period of time;

**Responsibilities**

- Act as L2-L3 support team lead, means assess issues and provide solutions for problems that cannot be handled by tier 1
- Support in incident management after deployment
- Own/handle and lead the resolution process for the cases raised by our customers
- Perform log level analysis
- Handle the communication between R&D, operations, and Tier 1 Customer support team
- Work closely with RnD and QA for escalated issues
- Constant monitoring on the case status
- Communicating directly via chat, meeting, and e-mail in a professional manner and send regular updates until the case/defect gets resolved
- Prepare & submit RCA for critical cases (if required)
- Efficient team management that requires your continuous engagement in team’s life.
- Ensuring that SLAs are met and are relevant to the current workload/release.

**What You’ll Do**

- Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
- Serve as point of contact for customer escalations and ensure customer issues are resolved meticulously
- Work with R&D and product teams on escalations and product enhancement requests
- Enrich our client knowledge base with relevant technical information
- Create and lead support improvement processes across the product
- Provide product feedback and insights to the business and R&D teams
- Manage various internal projects; training, ensuring support readiness for new feature releases, etc.