Support Lead

What youll do here:

• Be a subject matter expert on Resulticks and evangelize Resulticks value and features to potential and existing customers.
• Provide resolution and guide the senior support engineers in your team in troubleshooting L2- level technical issues, while closely working with multi-functional teams.
• Take ownership of driving defined processes and strategic initiatives across your team, thereby ensuring full implementation and strong adherence to the standard operating procedures.
• Learn and utilize specific software tools and problem-solving strategies to solve customer issues and continuously improve our processes
• Research issues via our internal knowledge base, as well as create Knowledge Base documents on previously unknown solutions and contribute to the maintenance of SOPs.
• Provide mentorship to the new joiners on product understanding, conversational skills, and internal processes and hygiene.
• Commitment to meet Deadlines is expected as a behavior. She/he is expected to commit and deliver as expected.
• Participate in various training programs conducted to further enhance your skills and leverage them in user conversations.
• Work independently, prioritize schedule work assignments based on deadlines.
• Have flair to work in multi-shift environment and for on-call support.

What you will need to thrive:

• You must have relevant professional experience of 10-15 years in Technical Support with SAAS based Software Support environments
• You must have excellent verbal and written communication skills. You should be able to articulate complicated concepts to non-technical people while maintaining the ability to speak credibly to highly technical people.
• You are required to have good technical aptitude and can grasp technical concepts quickly.
• You must have proven experience in leading and nurturing a team of 20+ members
• You must have basic knowledge of SQL Syntax, Unix, and database concepts.
• You must be a fast learner. You should have a proven capacity to quickly absorb new concepts and technologies.
• You need to have the ability to develop process improvement strategies and drive your team to the execution of these initiatives
• You must have the ability to thrive under pressure. You are expected to perform well under uncertainty, high pressure, and high impact conditions and could manage multiple priorities within a fast-paced environment.