Manager Technical Support

About Reach: Job Description for Manager Technical Support Reach is a global SaaS platform powering the next generation of network-based services. Companies use our end-to-end platform to launch, operate, and scale innovative wireless, broadband, and IoT services in record time.

Website: https://www.reachplatform.com/

About this role: As a Senior TS Member, you will be a key member of a Team responsible for providing level-2 technical support, Incident analysis, Issue reporting and analysis and working closely with L1, L1.5, Engineering teams at Reach and Customer Success team of Brands for resolving technical issues on the field. You will need to act with a great sense of urgency and solving challenges and see to it that SLAs are not Breached for any Brands. You should have the ability to build aa high-power team who will be responsible to achieve the KPIs.

Responsibilities:

● Work with L1, L1.5, Customer Success Teams and L3 teams of Reach and provide Level-2 support.

● Responsible for Incident management and SLA adherence of each brand

● Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved

● Attend Service Review Meetings along with team members & Client Success Teams

● Schedule Incident review with Brand as applicable to resolve and prioritize issues.

● Interact with Product and Engineering teams in resolving issues reported by Customer Success Team.

● Working closely with junior TS members in assisting resolving the incidents reported.

● Drive Change Management with L3 Teams.

● Should have skill on in-depth analysis of the incidents reported and work with L1 and L3 team in addressing the issues.

● To provide continuous feedback on the Product to Product and Engineering team.

● Working closely with Brands and Operations team in reporting issue analysis

● Drive Major Incident Management setting up war rooms to resolve P1/Escalated issues

● Work closely with Customer Success team on incident reports and analysis

● You are expected to quickly learn the technical aspects of our Product and platforms.

Requirement:

● Bachelor's degree in Computer Science/ Computer Engineering is preferred.

● Willing to dig into problems to find solutions and put customer first in attitude and action.

● Proficiency in Windows/Linux/Mac OS.

● Database Knowledge & SQL (DDL/DML)

● Scripting and Automation (Python, Bash, PowerShell)

● Technical Documentation and Knowledge Base Management

● Understanding of ITIL Framework

● Utilize analytical thinking to identify and prioritize technical issues and help assess the impact of issues on customers and the business.

● Microsoft Technologies like Excel, Word, PowerPoint, Power-Automate.

● Experience with remote desktop applications and help desk software.

● Time-management skills and the ability to establish reasonable and attainable deadlines for resolution

● Familiarity with Android or iOS Apps testing is added advantage

● Have a positive outlook and great attitude in Problem Solving.

● Language Skills: Fluent English is a must.

● Written and verbal proficiency

Experience: 12+ Years

Location: Bangalore

Expected Hours: This requirement is for US day time as India team supports US operations 24/7. This means the shift timing would be between 6:30 pm IST (or 7:30 pm IST when daylight savings are on in US) to 6:30 am IST (or 7:30 am IST during US daylight savings) for a budgeted 40 hours per week, with approximately 8 hours each day on an average. The person should be flexible to work during these hours, with possibilities of working even between 12 am IST (midnight) to 7:30 am IST. The shift timing can change on a day to day basis, as per the schedules and requirements of the Company.

About you:

1. Have excellent and effective communication skills (English)

2. Have a positive outlook and great attitude in problem-solving. Willing to dig into problems to find root causes and solutions.

3. You are persistent when faced with roadblocks. You look for out-of-the-box solutions.

4. You enjoy solving challenging problems under time and resource constraints

5. You are a risk-taker.