Senior Technical Support Team Lead

About the Position

Matrix Eastern Europe, the offshore division of Matrix IT, one of the leading global R&D services companies with more than 11,000 professionals, is looking for a Senior Technical Support Team Lead (on site) to join one of our teams!

As the team lead, you will be responsible for managing a team of three support engineers, providing exceptional support to our customers and internal teams, and driving the adoption of internal automation tools and reports. This is a critical role that requires a combination of technical expertise, leadership abilities, and a strong customer-centric mindset.

Responsibilities

Team Management

• Lead and manage a team of four support engineers, providing guidance, mentorship, and fostering a collaborative and productive work environment.
• Set performance goals and provide regular feedback to team members, assisting them in their professional growth and development.
• Conduct daily team meetings to ensure alignment, share knowledge, and address challenges or concerns.
• Collaborate with other teams to ensure smooth coordination and effective communication between support and other departments.

External and Internal Support

• Provide exceptional Tier 1 & 2 technical support to our customers and providers, promptly resolving their issues and ensuring high levels of customer satisfaction.
• Act as an escalation point for complex or critical customer issues, working closely with the team to drive efficient and effective resolutions.
• Collaborate with internal teams such as development, QA, and operations to investigate and resolve customer-reported issues, advocating for customers’ needs.
• Continuously improve the support process and knowledge base, ensuring accurate documentation and sharing of best practices.

Monitoring and Troubleshooting

• Develop and implement proactive monitoring strategies to identify and address potential issues before they impact customers.
• Utilize monitoring tools and techniques to analyze system performance, identify bottlenecks, and optimize application and infrastructure stability.
• Investigate and troubleshoot complex technical issues reported by customers or internal teams, employing diagnostic tools and methodologies.
• Collaborate with development and infrastructure teams to diagnose and resolve root causes of issues, driving long-term stability and performance improvements.

Automation Tools and Reports

• Identify opportunities to streamline and automate support processes, leveraging internal tools and technologies.
• Drive the adoption and usage of internal automation tools within the support team, improving efficiency and reducing manual efforts.
• Develop and maintain reports and dashboards to provide insights into support metrics, team performance, and customer trends.
• Collaborate with internal teams to prioritize and implement enhancements to the support tools and systems.

Requirements

Technical Expertise

• Solid experience in customer support and troubleshooting, with proficiency in DBs such as SQLS and MongoDB, and knowledge of scripting languages such as Python.
• Good understanding of web technologies, APIs, databases, alerting, and monitoring.
• Familiarity with support ticketing systems, bug tracking tools, and monitoring tools. Previous DevOps Experience: AWS EC2 Instances, SQLS administration, Zabbix. Experience with PowerBI is an advantage.

Leadership and Communication Skills

• Proven experience in leading and managing technical teams, driving their performance and growth.
• Excellent interpersonal and communication skills, with the ability to effectively collaborate with both technical and non-technical stakeholders.
• Strong problem-solving skills, with the ability to think strategically and make informed decisions.

Customer Focus

• Demonstrated passion for delivering exceptional customer support, with a customer-centric mindset.
• Ability to empathize with customers, understand their needs, and proactively address their concerns.

Automation and Process Improvement

• Experience in driving automation initiatives and implementing process improvements within a support or operations environment.
• Familiarity with automation tools, scripting, and data analysis techniques.

Education

• Excellent English Level
• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).

We Offer

• Additional 20 days of paid leave
• Professional and career benefits
• Top-quality work environment
• Online courses
• Online sports activities
• Team Buildings and Christmas Parties

About the Company

Matrix Eastern Europe is the offshore division of Matrix IT, one of the leading global R&D services companies with more than 11,000 professionals. We are committed to providing exceptional support and services to our clients and fostering a collaborative and innovative work environment.