Position: Project Manager
Category: Project Manager
English level: upper
Years of experience: 2.5


2+ years of Team Management experience.
2 years of experience in Technical support/4+ years in QA role.
2 years working in a client-facing support capacity.
Ability to work independently, efficiently and effectively under time constraints and deliver results by critical deadlines.
Ability to prioritize and spot quickly urgent issues that need immediate attention.
Experience working both independently and in a team-oriented, collaborative environment.
Strong interpersonal, communication, negotiation and presentation skills. High integrity.

Last responsibilities:
- Run the day-to-day operations of the Product Support Team.
- Provide mentoring to the local Support Team.
- Collaborate with international Support Teams.
- Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence.
- Manage ticket queues and processes associated with providing a world-class support experience for all the clients.
- Investigation of the defects.
- Analyze the criticality/severity of the issues, prioritize accordingly to criticality.
- Provide the daily/weekly priorities and drive the team to achieve goals.
- Follow the processes and procedures for technical support workflow.
- Logging issues, product defects, and feature requests in the corresponding systems.
- Report defects/issues found in the product to the corresponding personnel.
- Monitor, track and control outcomes to resolve issues, conflicts, dependencies, and critical path deliverables.
- Provide the estimation of the tasks.
- Provide the resolution time and status of the requests for the clients.
- Perform deep technical investigations of issues escalated by clients, customer success managers.

 Additional skills:
-	Agile software development methodologies (Scrum, Kanban)
-	Knowledge of JIRA, Confluence, Zendesk, T4MforJira, Testrail, Amazon Web Services
-	Knowledge of DBMS (DataGrip, Azure Data Studio), REST API