Description
We are looking for a highly skilled and motivated Senior Technical Support Lead to join our team. In this critical role, you’ll be the primary point of escalation for complex technical issues, ensuring our customers receive prompt, effective, and high-quality support. You will be responsible for leading a team, driving process improvements, and acting as a key liaison between our support team and engineering teams. This position requires a blend of deep technical knowledge, strong leadership skills, and an analytical mindset.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Proven experience in a technical support role, with at least 3 years in a leadership role.
- Strong proficiency in SQL for database querying and analysis.
- Working knowledge of a programming language, such as Python, to read, understand, and debug code.
- Experience with data visualization tools (e.g., Tableau, Power BI).
- Exceptional analytical and problem-solving skills.
- Excellent communication and presentation skills with the ability to explain technical concepts to both technical and non-technical audiences.
- Demonstrated ability to manage and lead a team.
- Experience with stakeholder management and cross-functional collaboration.
- Be willing to work in a 24/7 support environment, including on-call rotations and flexible hours, to address critical issues as they arise.
- Ability to thrive in a fast-paced, high-pressure environment.
Job responsibilities
- Lead and Mentor: Lead and guide a team of technical support engineers, providing training, coaching, and performance feedback to ensure a high level of service delivery.
- Technical Escalation Management: Serve as the primary point of contact for complex, high-priority technical issues. You’ll perform in-depth root cause analysis and collaborate with engineering teams to resolve issues efficiently.
- Problem Solving & Analysis: Utilize strong analytical skills to think critically and process information logically. You’ll be responsible for solving complex problems, performing root cause analysis, and implementing solutions to prevent recurrence.
- Documentation & Reporting: Create and maintain comprehensive technical documentation, including knowledge base articles, runbooks, and troubleshooting guides. You’ll also be responsible for generating regular reports on key support metrics, trends, and team performance.
- Stakeholder Management: Effectively manage communication and expectations with internal and external stakeholders, including customers, product managers, and engineering teams. You will present complex technical information clearly and concisely.
- Technical Proficiency: Use your knowledge of programming languages like Python or similar to debug and understand technical issues. You must also be well-versed in SQL for data querying, analysis, and troubleshooting.
- Data Visualization: Use tools and techniques for data visualization to transform complex data sets into easy-to-understand charts and graphs, aiding in reporting and problem analysis.
- Availability: Be willing to work in a 24/7 support environment, including on-call rotations and flexible hours, to address critical issues as they arise.
- Continuous Improvement: Proactively identify and recommend improvements to support processes, tools, and systems to enhance efficiency and customer satisfaction.
What we offer
Exciting Projects: We focus on industries like High-Tech, communication, media, healthcare, retail and telecom. Our customer list is full of fantastic global brands and leaders who love what we build for them.
Collaborative Environment: You Can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules, opportunities to work from home, and paid time off and holidays.
Professional Development: Our dedicated Learning & Development team regularly organizes Communication skills training(GL Vantage, Toast Master),Stress Management program, professional certifications, and technical and soft skill trainings.
Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, Group Term Life Insurance, Group Personal Accident Insurance , NPS(National Pension Scheme ), Periodic health awareness program, extended maternity leave, annual performance bonuses, and referral bonuses.
Fun Perks: We want you to love where you work, which is why we host sports events, cultural activities, offer food on subsidies rates, Corporate parties. Our vibrant offices also include dedicated GL Zones, rooftop decks and GL Club where you can drink coffee or tea with your colleagues over a game of table and offer discounts for popular stores and restaurants!
About GlobalLogic
GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.
