Product Support Team Lead

Job Description:

This role will play a vital role in the Global Support team, working closely with your colleagues in EMEA and APAC. Every day the team will help customers solve their technical problems by performing remote screen share sessions or working with them via omnichannel customer support tools to gather important details about their technical issue. The Team Lead champion company products, provide Product development and Customer success team with customer feedback and help colleagues understand the tools’ technical concepts.

This role will be leading a small team of support engineers, carrying out monthly one-to-one coaching, training, and giving feedback consistently. The Team Lead will be responsible for the motivation and development of the team, as well as the measuring of their performance

Qualifications/Experience:

• Solid management experience and have managed a small team before or have and know what it takes to take a step up.
• Successful track record working in a technical environment and a knack for understanding tricky technical concepts.
• Passion for delivering the highest quality customer service
• Self-motivated team player who relishes every opportunity to problem-solve and troubleshoot
• Basic understanding of networking concepts and troubleshooting practices
• Solid understanding of how to troubleshoot issues in a Windows environment
• Good understanding of Windows permissions and concepts
• Some past experience working in a Support Team or Service Desk environment
• Passion for technology.

Preferred Qualifications:

• A degree in a technical or science discipline
• Previous experience in a customer service role
• Experience setting up and maintaining Windows Server and/or clusters
• Knowledge of installing and maintaining web servers (IIS, Apache)
• SQL Server administration experience (backing up or restoring databases)
• Scripting or basic programming knowledge
• An understanding of installing and maintaining SQL Source Control systems (Subversion, Azure DevOps, Git), and setting up and maintaining Virtual Machines in the Public and/or Private Cloud (Microsoft Azure, AWS, VMware)
• Experience in managing Azure SQL Managed Instances and/or AWS RDS
• Basic Linux command line experience