Lead Support Engineer

Job description

• Leadership:
• Lead, motivate, and mentor a team of Tier 3 Support Engineers.
• Foster a collaborative and high-performing support environment.
• Develop and implement strategies to improve team efficiency and effectiveness.
• Conduct performance reviews and provide ongoing coaching to support team member growth.
• Manage team workload and ensure optimal coverage across different time zones (24/7 support).
• Develop and maintain team schedules and on-call rotations.
• Technical Expertise:
• Function as a subject matter expert, providing guidance and resolving complex technical issues escalated from the Tier 3 Support team.
• Deep dive into error logs, identify root causes, and develop effective solutions.
• Possess strong analytical and problem-solving skills to diagnose and resolve intricate technical problems.
• Familiarity with a scripting language, especially Powershell, is a plus.
• Familiarity with cloud environments, particularly AWS, is a plus.
• Stay up-to-date on the latest technologies and industry trends relevant to Storable's platform.
• Good to have knowledge of Logic monitor, Datadog, Splunk, Sentry One.
• Collaboration:
• Partner with internal teams (e.g., Engineering, Product) to identify root causes of customer issues and implement solutions.
• Work closely with the Training team to develop and deliver technical knowledge to the Tier 3 Support team.
• Represent the Tier 3 Support team in cross-functional discussions.
• Qualifications:
• Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum 5+ years of experience in a technical support role, preferably in a SaaS environment, with at least 2+ years of leadership experience.
• Proven ability to analyze and troubleshoot complex technical issues.
• Strong understanding of complex code and ability to read and interpret error logs.
• Experience working with relational databases (MySQL, PostgreSQL) and basic understanding of NoSQL databases.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Strong leadership and motivational skills to inspire and guide a team.
• Ability to work independently and as part of a team in a fast-paced environment.
• Availability to work a 24/7 on-call rotation (schedule will be defined) and contribute as a Tier 3 Support Engineer during assigned shifts.
• Good to have experience in GitLab/GitHub or equivalent.
• Good to have knowledge of Dotnet technologies.

Qualification

• Leadership:
• Lead, motivate, and mentor a team of Tier 3 Support Engineers.
• Foster a collaborative and high-performing support environment.
• Develop and implement strategies to improve team efficiency and effectiveness.
• Conduct performance reviews and provide ongoing coaching to support team member growth.
• Manage team workload and ensure optimal coverage across different time zones (24/7 support).
• Develop and maintain team schedules and on-call rotations.
• Technical Expertise:
• Function as a subject matter expert, providing guidance and resolving complex technical issues escalated from the Tier 3 Support team.
• Deep dive into error logs, identify root causes, and develop effective solutions.
• Possess strong analytical and problem-solving skills to diagnose and resolve intricate technical problems.
• Familiarity with a scripting language, especially Powershell, is a plus.
• Familiarity with cloud environments, particularly AWS, is a plus.
• Stay up-to-date on the latest technologies and industry trends relevant to Storable's platform.
• Good to have knowledge of Logic monitor, Datadog, Splunk, Sentry One.
• Collaboration:
• Partner with internal teams (e.g., Engineering, Product) to identify root causes of customer issues and implement solutions.
• Work closely with the Training team to develop and deliver technical knowledge to the Tier 3 Support team.
• Represent the Tier 3 Support team in cross-functional discussions.
• Qualifications:
• Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum 5+ years of experience in a technical support role, preferably in a SaaS environment, with at least 2+ years of leadership experience.
• Proven ability to analyze and troubleshoot complex technical issues.
• Strong understanding of complex code and ability to read and interpret error logs.
• Experience working with relational databases (MySQL, PostgreSQL) and basic understanding of NoSQL databases.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Strong leadership and motivational skills to inspire and guide a team.
• Ability to work independently and as part of a team in a fast-paced environment.
• Availability to work a 24/7 on-call rotation (schedule will be defined) and contribute as a Tier 3 Support Engineer during assigned shifts.
• Good to have experience in GitLab/GitHub or equivalent.
• Good to have knowledge of Dotnet technologies.