Senior Technical Support Team Lead

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Matrix IT Global Services Macedonia

Веб-страница Matrix IT Global Services Macedonia

Senior Technical Support Team Lead

Job Summary
We are seeking a highly skilled and motivated individual to join our team as a Senior Dev Support Team Lead.

As the team lead, you will be responsible for managing a team of three support engineers, providing exceptional support to our customers and internal teams, and driving the adoption of internal automation tools and reports.

This is a critical role that requires a combination of technical expertise, leadership abilities, and a strong customer-centric mindset.

Team Management:
Lead and manage a team of three support engineers, providing guidance, mentorship, and fostering a collaborative and productive work environment.
Set performance goals and provide regular feedback to team members, assisting them in their professional growth and development.
Conduct daily team meetings to ensure alignment, share knowledge, and address challenges or concerns.
Collaborate with other teams to ensure smooth coordination and effective communication between support and other departments.
External and Internal Support:
Provide exceptional Tier 1 & 2 technical support to our customers and providers, promptly resolving their issues and ensuring high levels of customer satisfaction.
Act as an escalation point for complex or critical customer issues, working closely with the team to drive efficient and effective resolutions.
Collaborate with internal teams such as development, QA, and operations to investigate and resolve customer-reported issues, advocating for customers’ needs.
Continuously improve the support process and knowledge base, ensuring accurate documentation and sharing of best practices.
Monitoring and Troubleshooting:
Develop and implement proactive monitoring strategies to identify and address potential issues before they impact customers.
Utilize monitoring tools and techniques to analyze system performance, identify bottlenecks, and optimize application and infrastructure stability.
Investigate and troubleshoot complex technical issues reported by customers or internal teams, employing diagnostic tools and methodologies.
Collaborate with development and infrastructure teams to diagnose and resolve root causes of issues, driving long-term stability and performance improvements.
Automation Tools and Reports:
Identify opportunities to streamline and automate support processes, leveraging internal tools and technologies.
Drive the adoption and usage of internal automation tools within the support team, improving efficiency and reducing manual efforts.
Develop and maintain reports and dashboards to provide insights into support metrics, team performance, and customer trends.
Collaborate with internal teams to prioritize and implement enhancements to the support tools and systems.
Technical Expertise:
Solid experience in customer support and troubleshooting, with proficiency in DBs such as SQLS and mongoDB, and knowledge of scripting languages such as Python.
Good understanding of web technologies, APIs, databases, alerting and monitoring.
Familiarity with support ticketing systems, bug tracking tools, and monitoring tools. Previous DevOps Experience: AWS EC2 Instances, SQLS administration, Zabbix.
Experience with PowerBi is an advantage.
Leadership and Communication Skills:
Proven experience in leading and managing technical teams, driving their performance and growth.
Excellent interpersonal and communication skills, with the ability to effectively collaborate with both technical and non-technical stakeholders.
Strong problem-solving skills, with the ability to think strategically and make informed decisions.
Customer Focus:
Demonstrated passion for delivering exceptional customer support, with a customer-centric mindset.
Ability to empathize with customers, understand their needs, and proactively address their concerns.
Automation and Process Improvement:
Experience in driving automation initiatives and implementing process improvements within a support or operations environment.
Familiarity with automation tools, scripting, and data analysis techniques.
Excellent English Level
Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
Join our dynamic and fast-paced organization, and play a crucial role in delivering outstanding support to our customers while promoting the use of internal automation tools and reports. Apply today and become a part of our talented team!

What can we offer?

–        Private insurance.

–        Nice office in the center of the city.

–        Membership for fitness.

–        Special employee surprises every month.

–        Happy hour party.

–        Working with highly skilled colleagues, with knowledge ranging from development, project management.

–        Challenging projects in different industries.

–        And most importantly – we are fun to work with!

+ we offer a stimulating environment and motivating employment packages.

All interested candidates should send their CV’s at [email protected]


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