Technical Support Team Lead

Support Department | Israel (Petach Tikva)

Description

We are looking for high-energy, driven technical support team lead to join our organization!

The Technical Support Team Lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member and the technical authority of the team.
This team member will be expected to lead by example, organize work, build reports, and handle escalations.

What will you do:

Act as a senior focal point who will drive customer satisfaction through customer support
Act as a mentor and provide oversight, coaching, and training to technical support staff
Be the point of contact when it comes to technical escalations
Record and track team SLAs and workflows
Provide support where needed for both internal and external customers
Monitor team performance and report on metrics
Review all technical support related processes and documentation for continuous improvement
High availability to manage critical events also out of the working hours

What will you bring:

Previous experience as a tier 2/3 support engineer
Previous management experience – an advantage
Excellent English level
Knowledge in Linux and windows administration
Knowledge in Tomcat, Apache, Jetty, Nginx
Strong problem solving and communication skills
Able to multi-task efficiently under time pressure

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