Team Lead, Technical Support

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Exhibit extensive subject matter expertise in our primary technologies, along with proficiency in at least one additional technology specialty, and cultivate knowledge in a second area of specialization.

• Deliver advanced technical assistance to customers through phone, online, chat, and email channels, utilizing tools and advanced knowledge to extract and effectively analyze logs, traces, packet captures, etc., to identify root causes of issues.

• Showcase professional, assertive, articulate, and friendly verbal and written communication in all aspects of your responsibilities. Take complete ownership of all communication needs related to the management of troubleshooting efforts internally and externally, instilling confidence in all customers and stakeholders that we are making proper progress towards resolution.

• Effectively mentor colleagues on their communication, troubleshooting, processes, product knowledge, and case management.

• Foster constructive debate and discussion with colleagues to more thoroughly analyze and resolve issues.

• Play a key role in enhancing procedures and processes that improve our efficiency and effectiveness.

• Ensure that each case you manage is advancing according to the response and resolution targets outlined in our Service Level Agreements (SLA). Support colleagues in expediting their cases toward timely resolutions.

• Provide root cause corrections rather than mere symptom relief. Ensure that all aspects of the problem are assessed to prevent recurrence. Exhibit tenacity in resolving core issues that fully address problems and assist peers in achieving the same.

• Create and monitor incidents with third-party providers. Collaborate with other internal stakeholders to enhance our interactions and success in managing these incidents.

• Identify, document, and report software, design, reliability, and maintenance issues to the appropriate teams, ensuring they are aware and addressing customer expectations. Collect, validate, and document all relevant details related to suspected bugs to enable the receiving R&D resource to replicate the issue easily and swiftly. Collaborate with R&D as necessary during the isolation, correction, and implementation of any delivered resolution.

• Consistently achieve and maintain exemplary performance on all key performance indicators, serving as a model of higher-level achievement for level 1 Technical Support Engineers and peers at the same job level.

• Effectively de-escalate customers through expert communication and resource engagement, ensuring all customers influenced receive outstanding service. Expected to manage more complex and escalated cases.

• Demonstrate a profound understanding of networking technologies and their application within our products, platform, and customer environments. Expertly read and analyze network and other technical diagrams to assist in problem diagnosis and resolution, often providing mentorship to colleagues to enhance their technical skills.

• Deliver real-time training to colleagues as you perform your work and aid them in succeeding in their roles. Develop training materials, best practice documentation, and other resources to assist others, including customers, in utilizing our products more effectively.

• While a consistent work schedule is standard, flexibility in scheduling and the ability to provide on-call services occasionally is required.

⛳️ Requirements

• 7+ years of experience in a technical customer service role, ideally within a technical support environment.

• At least three years of experience with and advanced knowledge of technologies such as SaaS, telecommunications, contact center software, networking technologies (e.g., VoIP, QoS, SIP, APIs, BOTs, TCP/IP, HTTP, HTTPS, SFTP), scripting, load balancers, proxies, firewalls, and Relational Databases (e.g., MSSQL, Oracle, MySQL).

• Excellent technical, analytical, and problem-solving skills for diverse and complex issues in high-pressure, intricate, SaaS multi-platform/system/vendor environments.

• Exceptional professional, written, and verbal communication skills with the ability to capture all details in writing during discussions. Communication should be assertive, articulate, and friendly, fostering confidence across all stakeholders.

• Strong time management skills that enable effective work in a highly dynamic, interrupt-driven environment. Ability to multitask and maintain professional composure during stressful situations, prioritizing activities accordingly.

• Superior analytical and problem-solving capabilities while managing diverse and complex issues in high-pressure, multifaceted environments.

• Proven ability to utilize, create, and update knowledge base resources during your work.

• Demonstrated capability to drive escalated customer issues to resolution using appropriate internal and external resources.

• Ability to communicate effectively across all company teams, including Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management, to resolve technical challenges.

• Industry experience with a solid understanding of the contact center business, as well as prevailing market and business trends.

• Comprehension of networking technologies and telecommunications architecture (e.g., PBX, Carriers, VoIP).

• Proven ability to work independently while contributing to a larger team.

• Capacity to thrive in a fast-paced, agile environment with assertiveness, critical thinking, and robust problem-solving skills.

• Quick adaptability to change, ability to think on your feet, communicate positively, and work proactively.

🏝️ Benefits

• Proactively manage personally assigned cases and those from the queue based on the severity and priority of each issue, utilizing your skills and abilities to resolve them.

• Achieve and maintain certification as a Knowledge-Centered Service (KCS) Publisher, create valuable knowledge content, and update existing knowledge base articles following KCS methodology. Provide coaching to others on KCS best practices.