Чем предстоит заниматься
Lead, mentor, and coach a team of Level 3 Technical Support Engineers
Conduct regular meetings, performance reviews, and provide constructive feedback
Foster a collaborative and high-performing team environment
Manage team schedules, workloads, and ensure adequate coverage
Identify training needs and facilitate professional development opportunities for team members
Participate in the hiring and onboarding process for new team members. Including Level 2 onboarding
Oversee the resolution of complex technical issues and escalations from Level 2 support teams
Act as an escalation point for critical customer issues
Ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)
Develop and implement strategies to improve support processes and efficiency
Collaborate with engineering and product development teams to resolve bugs and implement solutions
Maintain a deep understanding of our products, services, and underlying technologies
Post-release product validation management