Technical Lead for Advanced Troubleshooting and Customer Advocacy

1 week ago

Singapore SIEMENS INDUSTRY SOFTWARE PTE. LTD. Full time
About the Role

As a Technical Lead at Mendix, you will play a pivotal role in delivering exceptional customer success by providing advanced troubleshooting and technical support. Your primary objective will be to resolve complex technical issues escalated to the final tier of Support, ensuring seamless interactions with our customers.

Key Responsibilities
  • Customer Engagement: Collaborate closely with major customers worldwide to understand their needs and provide tailored solutions.
  • Troubleshooting and Debugging: Utilize your expertise in Tier 3 support and software engineering to navigate the Mendix platform infrastructure and effectively resolve and communicate complex technical issues.
  • Platform Improvement: Partner with R&D teams to identify and address platform enhancements, ultimately improving the overall customer experience.
  • Knowledge Sharing: Facilitate knowledge sharing between Tier 1 and Tier 2 Customer Support teams, expediting ticket resolution and fostering a culture of collaboration.
  • Cross-Functional Collaboration: Serve as a liaison between customers and R&D, gaining insight into customer use cases to efficiently address complex technical challenges.
  • Escalation Management: Take ownership of escalations, ensuring a smooth resolution process that meets customer expectations.
  • Mentorship and Coaching: Mentor and coach team members, contributing to team growth and expertise development.
About You

We seek a candidate who embodies a customer-centric approach, passionate about engaging with customers to resolve their challenges and advocate for their needs. Key qualifications include:

  • Customer-Focused Mindset: A strong emphasis on delivering exceptional customer experiences and resolving complex technical issues.
  • Technical Expertise: 3+ years of relevant experience in a technical support environment and 3+ years of development experience in object-oriented programming languages (Java, C++, .Net, or JavaScript).
  • Strong Analytical Skills: Ability to analyze complex technical issues, identify root causes, and develop effective solutions.
  • Adaptability and Communication: Strong communication skills, with the ability to adapt to changing priorities and multiple responsibilities.
About Our Company

Mendix is an award-winning, industry-leading company transforming the way businesses create value with cutting-edge software solutions. As a Technical Lead, you will have the opportunity to work with a world-class, motivated, and goal-oriented team, taking ownership of impactful projects and making a meaningful contribution to customer success.

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