Technical Support Engineer (5-8 yrs)

About Karix :

Karix is a leading global communication platform as a service (CPaaS) provider, empowering businesses to connect with their customers seamlessly. We offer a comprehensive suite of solutions, including messaging, voice, and other communication APIs.

We are committed to innovation and providing exceptional customer experiences.

Role : Technical Support Engineer (Team Lead)

Location : Bangalore (Work From Office)

About the Job :

We are seeking a highly motivated and experienced Technical Support Engineer to lead a team in providing exceptional support to our internal and external customers. As a Team Lead, you will be responsible for ensuring the timely resolution of technical issues, maintaining high customer satisfaction, and fostering a collaborative team environment. This role requires a strong technical background, excellent communication skills, and the ability to lead and mentor a team.

Responsibilities :

- Customer Support : Provide first-level technical support to internal and external customers via phone, email, and ticketing system, adhering to established SLAs.

- Troubleshooting & Analysis : Perform initial troubleshooting, analyze issues, and test service flows to effectively resolve customer concerns.

- Collaboration : Collaborate and coordinate with backend teams to identify and resolve complex customer issues.

- Documentation : Accurately capture and document all customer queries, concerns, and resolutions using the designated ticketing tool.

- Communication : Communicate effectively with customers, providing timely updates, notifications, and resolutions.

- Team Leadership : Lead, mentor, and guide a team of technical support engineers.

- This includes performance management, training, and fostering a positive and productive team environment.

- Performance Monitoring & Reporting : Maintain regular trackers, generate reports on team performance, and share updates with stakeholders.

- Process Adherence : Ensure 100% adherence to team and organizational processes, including compliance and SOPs.

- Operational Excellence : Focus on key metrics such as time management, ticket management, customer response and engagement, cross-functional communication, and coordination.

- Continuous Improvement : Identify areas for improvement in support processes and contribute to the development of best practices.

Required Skills and Experience :

- Technical Proficiency : Basic knowledge of Linux, MySQL, Oracle, Phoenix, and Hive is required.

- Analytical Skills : Strong analytical and problem-solving skills with a focus on understanding and addressing customer requirements.

- Ability to make independent decisions.

- Leadership Skills : Demonstrated ability to lead, mentor, and motivate a team.

- Communication Skills : Excellent written and verbal communication skills, with the ability to explain complex technical issues in a clear and concise manner