Technical Support Team Lead
4 days ago
We're seeking a seasoned Technical Support Team Lead to join our rapidly growing team at Tekfen Ventures.
About the RoleThis is an exceptional opportunity for a talented individual to lead our technical support teams, driving excellence in customer satisfaction and service delivery.
As a Technical Support Team Lead, you will be responsible for managing first and second-tier support teams, determining key performance indicators (KPIs), and meeting them. You will also build and maintain analytics reports, lead and guide the team by example, investigate issues reported by enterprise customers, reproduce customer problems, and involve others on the team as necessary. Additionally, you will analyze and resolve complex high-end customer problems, manage region escalations with different internal teams until resolution, and work with other departments in the organization – Product, R&D, CSM, Deployment, SE, Finance, etc.
Key Responsibilities:- Manage First and Second Tier support teams
- Determine KPIs and meet them
- Build and maintain analytics reports
- Lead and guide the team by example
- Investigate issues reported by enterprise customers
- Analyze and resolve complex high-end customer problems
- Manage region escalations with different internal teams until resolution
- Work with other departments in the organization
- 2+ years of experience in managing a technical support team
- 3+ years of product support engineer experience
- Ability to both manage the team and also troubleshoot cases hands-on
- Familiarity and experience in the Cyber security industry – Advantage
- English fluency – conversational, reading, and writing/typing
- Superior interpersonal skills – we need a team player who can work autonomously when needed
- Time management, multi-tasking, and organizational skills
- Experience with both SaaS and On-premise product solutions – Advantage
- Deep dive knowledge in the following domains: Linux, Networking, Database (Docker container and Python – an advantage)
- Experience working with customer support and ticketing systems such as Jira and Zendesk
- Ability to work in a hyper-growth company while adjusting procedures on demand
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