Support Team Leader

· Full-time · Senior

About The Position

Solitics, a cutting-edge data management, and automation platform is looking for a Support Team Leader to join our global team.


As a Support Team Leader, you will be responsible to provide high-level technical support and be a focal point to our global customers.

Your responsibilities will include triaging, investigating, supporting, and calling to action for the complex and deep investigation of tickets before escalating them to R&D.

It will also include Interactions\communications with customers via Zoom\Email, while being the support liaison between the customer, Product-Management, R&D, Security, and other Business units.


Day to day

Some of the things you will do on the job:

·   Perform in-depth troubleshooting by analyzing log files, running SQL queries, and using advanced tools and techniques to locate root causes and provide customers with a resolution.

·   Provide first response and analysis for customers' real-time alerts.

·   Demonstrate an independent ability to troubleshoot & investigate incoming requests\tickets\alerts within strict SLA boundaries.

·   Create and manage escalations to the different teams.

· Maintain communication with various internal teams to keep everyone aligned about client feedback and any important technical problems.


Requirements

What you need to have:

    At least 4 years of experience in Tier 2 technical support role.

·   Experience working with both enterprise and SMB customer accounts.

·   Experience composing basic SQL queries and working with Databases (SQL or MongoDB).

·   Experience in investigation by using browser dev-tools.

·   Enjoy working with customers using excellent communication and problem-solving skills.

·   Ability to multitask across multiple technologies and environments.

·   Good time management and prioritizing service impacting issues within a “high pressure” environment.

·   Strong troubleshooting and diagnosis skills.

·   Experience working with Ticketing systems such as Zendesk, Jira, etc.


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