IT SAAS Support Team Leader

Location

Delhi | India

Job description

We are looking for a skilled IT SAAS Support Team Leader to join our growing 24/7 Global Support team. You should have experience leading teams within an IT SAAS environment.

Responsible for analyzing and finding solutions to technical support issues. Customers log technical support issues in our support portal or by phone. The Support Engineer picks up these issues and works with the customer to find a solution to the technical issues. You will work as part of the global support team, should be able to Analyse and resolve technical issues independently and help other team members as needed.

Responsibilities:

• You will manage a team of technical support engineers to resolve customer support queries using our SaaS products.

• You will coach, develop & motivate employees to improve performance & meet pre-defined KPI.
• You will analyse and interpret data to identify and implement strategic opportunities to improve.
• You will diagnose and troubleshoot complex technical problems related to our SaaS applications, cloud computing, networking, databases, and operating systems.
• You will collaborate with cross-functional teams, including developers and other support engineers, to investigate and resolve customer issues efficiently.
• You will document troubleshooting steps, issue resolutions, and other technical information to contribute to the knowledge base and enhance self-service options for customers.
• You will ensure customer satisfaction by delivering exceptional service, managing expectations, and maintaining positive relationships with clients in line with our quality framework.
• You will communicate effectively with customers through various channels, including email, chat, and phone, providing clear and concise explanations of technical concepts.
• You will stay updated with the latest industry trends, technologies, and best practices in SaaS support, and continuously enhance technical skills and knowledge.
• You will contribute to the improvement of our SaaS products by providing feedback, identifying recurring issues, and suggesting process enhancements.

• You have a Bachelor s degree in computer science, Information Technology, or a related field (or equivalent work experience).

• You have 2+ years experience of managing & leading teams preferably in an IT SAAS environment.
• You have proven experience as an IT SaaS Support Engineer or a related role, with expertise in supporting cloud-based SaaS platforms.
• You have strong technical skills in SaaS platform architecture, cloud services, scripting, database management, networking, and security.
• You have proficiency in working with APIs for integration and automation.
• You have excellent problem-solving abilities and a proactive approach to troubleshooting technical issues.
• You have effective communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders.
• You have knowledge of Infrastructure as Code (IaC) for managing and supporting computing infrastructure using code. Such as Teraform, AWS CloudFormation

• You have knowledge of containerization and orchestration platforms, such as Docker and Kubernetes, is an added advantage.

• You have f amiliarity with monitoring and logging tools, as well as version control systems.

• You have Certifications related to cloud platforms or SaaS support are advantageous.

Preferred Experience

• Broadcast and Digital Media industry experience as a system engineer or support engineer
• Experience and/or knowledge of NewTek/Tricaster/Viz Vectar will be a bonus.

Job tags

Salary