Lead Technical Support Engineer

Responsibilities:

Team Leadership: Lead, mentor, and manage a team of Technical Support Engineers, fostering their professional growth and ensuring exceptional support delivery.

Customer-Focused: Act as the primary point of contact for escalated customer or Operations Tech issues, providing high-touch support and resolution.

Technical Expertise: Maintain in-depth knowledge of domain & technical understanding, ensuring that you can assist the team in complex issue resolution. Process Optimization: Continuously improve support processes and workflows, seeking efficiency, and enhanced customer satisfaction. Quality Assurance: Implement and maintain quality control and monitoring systems to ensure the highest standards of customer satisfaction.

Stakeholder Management: Handle technical escalations, working closely with other departments to provide solutions and facilitate rapid issue resolution.

Reporting and Analysis: Generate and review reports on support metrics, identifying trends, and proactively addressing potential issues.

Documentation: Ownership of the team's Confluence page to maintain documents of each task's availability for reference and make sure they are updated on time.

Incident Life Cycle: The candidate needs to comprehend incident flows, impacts, and severity. In order to keep RCA records of high severity issues from the technologies team with monitoring of actionable items, be sure to track the entire incident life cycle and ownership.

Maintain 24*7 Support:

Customer Advocacy: Serve as an advocate for our customers within the organization, ensuring their needs and feedback are heard and acted upon.

Training and Development: Plan and execute ongoing training and development programs for the support team to keep their skills up-to-date.

Requirements:

• 6-8 years of experience in a technical support role, preferably in an Ecommerce or Logistics & Supply Chain company.
• Proven leadership experience, with the ability to lead, mentor, and motivate a support team.
• Excellent problem-solving skills and technical aptitude.
• Strong communication and interpersonal skills.
• Proficiency in Python, SQL, AWS, Mongo, Unix. Experience with support monitoring tools

( Newrelic, Grafana, Sentry ) and ticketing platforms like JIRA, Zendesk, Salesforce etc.

• Exceptional customer service orientation and a commitment to delivering an outstanding customer experience.
• Understanding of Demonstrated ability to work in a fast-paced, dynamic environment. Adapt to different day/night shifts as needed.