Solutions Support Lead Engineer

We are seeking a Solutions Support Lead Engineer for overseeing the technical support and solution implementation processes within an organization. Their primary focus is to ensure that the company's products, services, or solutions are working effectively for customers and clients, as well as resolving technical issues in a timely manner.

Here are some key aspects of the role: Responsibilities

1. Technical Leadership

• Lead and Manage Support Teams: Overseeing a team of support engineers, ensuring they meet performance targets, and providing guidance on resolving complex issues.
  
• Escalation Handling: Taking on escalated support cases or challenges that require high-level technical expertise.
  
• Collaboration with Development Teams: Working closely with product development, engineering, and IT teams to resolve product-related issues and improve solutions.
  
• Incident Management: Coordinating the investigation and resolution of critical incidents, ensuring minimal downtime and disruption to the business.
  

2. Solution Implementation and Support

• Solution Implementation: Ensuring the successful deployment of products or services to clients, helping to customize solutions as necessary.
  
• Customer Support: Providing support to customers, troubleshooting, and resolving issues related to the implementation of technical solutions.
  
• Documentation: Creating and maintaining technical documentation, including troubleshooting guides, knowledge base articles, and support resources for customers.
  

3. Problem Resolution

• Root Cause Analysis: Identifying the root cause of recurring issues and working towards long-term solutions.
  
• Performance Monitoring: Monitoring and assessing the performance of systems to ensure that solutions are operating optimally.
  

4. Communication and Client Management

• Client Interaction: Interfacing with customers to understand their needs, provide updates, and manage expectations.
  
• Cross-Functional Communication: Bridging the gap between technical teams and non-technical stakeholders, ensuring effective communication and understanding.
  

5. Continuous Improvement

• Feedback Loop: Gathering feedback from clients and support engineers to help improve the solution, support processes, or product features.
  
• Training and Development: Continuously improving the skills of the support team and ensuring that the team is well-versed with the latest technologies, solutions, and tools.
  

6. Technical Skills and Qualifications

• Strong knowledge in cloud computing, databases, and application support.
  
• Exceptional analytical and problem-solving skills.
  
• Clear communication skills, both written and verbal, especially in technical explanations.
  
• Experience leading a technical support or engineering team.
  

7. Tools and Technologies

• Service Management: Proficient in Jira and Freshdesk for incident and workflow management.
  
• Cloud Platforms: Strong Azure expertise, knowledge of AWS and GCP is a plus.
  
• Monitoring: Skilled in Azure Log Analytics for log query execution and data analysis.
  
• Security: Understanding of security best practices, including data protection, encryption, identity management, and how to secure a multi-layered enterprise solution.
  

8. Reporting and Metrics

• Reporting: Tracking application performance metrics, incidents and reporting to senior management.
  
• SLAs & KPIs: Managing SLAs and optimizing KPIs for uptime, resolution, and user satisfaction.
  

Requirements

Core Skills

Technical Skills

• Systems Integration: Expertise in integrating software, hardware, and networks using tools and middleware.
  
• Cloud Platforms: Proficient in Microsoft Azure services, storage, security, and deployment.
  
• Azure Kubernetes Service (AKS): Proficient in deploying, managing, and scaling containerized applications using AKS, including cluster configuration, monitoring, and optimization
  
• Databases: Expertise in managing, troubleshooting, and optimizing MySQL, MongoDB, and SQL databases, ensuring high performance and efficient query execution
  
• Application Management: Experience managing on-premises and cloud applications, including Apache Tomcat; IIS exposure is a plus.
  
• Scripting & Automation: Proficient in Bash, and PowerShell for automation and troubleshooting, good to have knowledge in Python
  
• Monitoring Tools: Monitor systems using tools like Azure Log Analytics, ensuring high availability and performance.
  
• Security: Knowledge of data protection, encryption, identity management, and enterprise solution security.
  
• Linux Management: Proficient in managing and executing Linux commands for system administration and troubleshooting
  

Tools and Technologies

• Service Management: Experienced with tools like Confluence and Jira for incident tracking and service requests.
  
• Collaboration: Proficient in Slack and Microsoft Teams for team collaboration.
  
• Reporting: Skilled in using advanced Excel for performance reporting and trend analysis
  

Educational Background and Experience

• Education: A bachelors degree in Computer Science, Information Technology, Engineering, or a related field.
  
• Experience: Typically requires 10-12 years of experience in IT support, application management, or software development, with at least 1-2 years in a leadership role. Experience in healthcare domain with exposure to compliance like HIPAA, GDPR will be beneficial.
  
• Certifications:
  
• Azure 900 – Mandatory
  
• Azure 104 and ITIL - Good to Have
  

Benefits

Elixr offers competitive salaries and benefits and an environment that encourages employees to achieve their career goals.

What we offer at Elixr?

At Elixr, you will enjo​y a robust rewards package which includes:

• Opportunity to work on various projects of various sizes.
  
• Competitive salary.
  
• Group Insurance.
  
• Learning and development programs, training, career opportunities.