Technical Lead for Advanced Technical Support
6 days ago
**Role Overview**
Mendix Technologies, a leading provider of software solutions, is seeking an experienced Technical Lead to join its Customer Support team. This position plays a crucial role in ensuring top-tier customer success by providing advanced troubleshooting, debugging, and solutions for complex technical issues escalated to the final tier of Support.
This challenging role demands expertise in Tier 3 support and software engineering to navigate the Mendix platform infrastructure and effectively resolve and communicate complex technical issues. The ideal candidate will have a strong customer-focused mindset and be committed to fostering Mendix's customer-first culture.
Key Responsibilities:
- Collaborate directly with major customers worldwide to deliver exceptional customer experiences.
- Troubleshoot, debug, and recommend architectural changes or fixes within the Mendix platform or related customer implementations.
- Partner with R&D teams to identify and address platform improvements, enhancing the overall customer experience.
- Work closely with Tier 1 and Tier 2 Customer Support teams, facilitating knowledge sharing and expediting ticket resolution.
- Serve as a liaison between customers and R&D, gaining insight into customer use cases to efficiently address complex technical challenges.
- Take ownership of escalations, ensuring a seamless resolution process.
- Mentor and coach team members, contributing to team growth and expertise.
- Identify opportunities for new troubleshooting or performance analysis tools for the production operations team.
- Participate in an after-hours on-call rotation to support critical escalations.
- Develop and improve support processes and tools in collaboration with key partners like SAP, IBM, and Siemens.
- Thrive in a dynamic, innovative team environment with extensive career development opportunities.
What We Offer:
- A competitive salary range of SGD $120,000 - SGD $180,000 per annum, commensurate with experience.
- An attractive benefits package, including medical and dental coverage, retirement plan matching, and generous paid time off.
- Professional development opportunities through training programs, mentorship, and conference sponsorships.
- A dynamic and supportive work environment with a diverse team of talented professionals.
- The chance to work with cutting-edge technology and contribute to shaping the future of software solutions.
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