Our client is a leading cloud communication platform that offers a simple, fast, and scalable way for companies to modernize their business communications. They are expanding to Austin and are looking for a strong technical support lead to manage the technical support team in Austin, a very important customer-facing team that is crucial to the success and happiness of their customers.

Primary Responsibilities

  • Lead, schedule, and coordinate daily work, meetings, and projects relevant to the team and unit
  • Train and coach engineers on an ongoing basis
  • Drive support excellence initiatives to enhance the customer’s support experience
  • Provide feedback on an ongoing basis and coach engineers on improving communication skills, technical ability, and speed of customer and internal deliverable
  • Be responsible to assess employees’ performance on a regular basis
  • Ensure team members develop their professional skills through active participation in relevant events, training, mentoring, and communities
  • Work with our Product Management and Engineering teams to identify and drive improvements in our existing products
  • Investigate, troubleshoot, diagnose and resolve technical issues for customers
  • Focus on customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value
  • Manage high priority escalations with finesse. Take charge of the situation at your level and respond to escalated customer cases in a timely manner, ensuring appropriate resources are
  • Assigned; engage directly with customers, internal escalation/ engineering teams, upper management, and ensure robust status communication

Required Experience

  • Min 2+ years of people management experience managing diverse teams, headcount & staffing plans
  • Min 5+ years of support or technical service delivery experience to global customers
  • Proven ability to troubleshoot and debug software, understand customer requirements and workflow, and resolve complex technical issues
  • Understanding on fundamentals of SQL, Networking (TCP/IP), and HTTP
  • Understanding and hands-on on at least one of the programming languages (Ruby, Python, PHP, Java, .Net)
  • Knowledge of Linux commands is a plus
  • Obsessed with customer support and delighting the customers
  • Willing to work on weekends