Lead Technical Customer Support Advisor

Greetings from Synamedia!!!!

Role Description:

Global Customer Support is a newly formed critical business function focused on delivering customer success and is responsible for providing high quality support services to our customers for the new line or Multi Tenant SaaS products for Synamedia.

We have multiple openings and are looking for highly motivated candidates to be part of the team who will be working in a dynamic environment that is at the heart of an exciting business transformation to SaaS.

We have a very strong focus on building great relationships, encouraging innovation, best practices, focusing on quality and celebrating our successes.

Responsibilities:

• As Senior Technical Customer Support Advisor you will be an established professional, familiar with and apply ITIL best practices to handle incident and problem tickets, focusing on restoring service at first contact.
• Youll act as resource for colleagues with less experience and set a strong example to other more junior members of the team.
• Youll be able to lead incident calls and act as Incident Manager leading incident calls to resolution, communicating with Customers often under pressure.
• You’ll be taking part in a 24/7 shift rota and you’ll be working in a highly collaborative environment, liaising with internal SRE teams and delivery teams around the globe, to improve quality of our products and provide best support experience to our customers.
• The shift pattern consists of 4 shifts of 9 hours each to cover the 24 hours, rotating over 5 days with two days off (3 days off after night shift).
• You’ll be working in a hybrid working model, on need basis twice in quarter he/she has to visit the office.

Minimum Qualifications:

• 8+ years’ experience in Customer Support role
• Proven ability to troubleshoot issues in complex E2E systems
• Knowledge/Experience of Cloud Technologies (AWS, Kubernetes)
• Strong Linux experience
• Knowledge/Experience of Networking
• Excellent communications skills, both written and spoken
• Strong customer management skills, experience in managing Incidents ideal
• Familiar with ITIL Framework particularly Incident, Problem and Change Management Processes

Desired Skills:

• Understanding of common monitoring tools such as Splunk, ELK, Sensu, Grafana, Prometheus
• Experience of Database Technologies
• ITIL Certifications
• AWS Certifications
• Exposure to Devops pipeline frameworks
• Linux knowledge on various server-side configurations:
• Apache httpd, nginx, nodejs, java, php, golang etc