Pointers Technical Support Lead - IT Operations (7-10 yrs)

About the Role :

As a Pointers Technical Support Lead, you will play a critical role in ensuring the smooth operation and customer satisfaction of our products and services.

You will be responsible for diagnosing and resolving complex technical issues, managing incident response, and providing expert guidance to our support team.

Key Responsibilities :

Incident Management :

- Diagnose and resolve high-priority, complex technical issues reported by customers, ensuring timely resolution and high customer satisfaction.

- Conduct thorough root cause analysis of recurring issues to identify and implement preventive measures.

- Ensure high ticket productivity while maintaining a minimal backlog.

- Manage and prioritize incidents and service requests using internal tools, ensuring compliance with service level agreements (SLAs).

- Serve as the main escalation point for critical issues and actively participate in customer calls as required.

- Provide On-Call support in rotation, including weekends, to provide support for incidents, alerts, and monitoring as needed.

- Work with cross-functional teams (Sales, Implementation, Logistics, Engineering) to drive resolution to critical customer issues and drive process improvement initiatives.

Team Leadership and Mentorship :

- Mentor and provide guidance to junior support engineers, fostering a collaborative and learning-focused environment.

- Work closely with cross-functional teams, including engineering, product management, and sales, to address customer needs and feedback.

- Data-driven approach in identifying opportunities for improving support processes and tools, and contribute to the development and implementation of enhancements.

- Participate in or lead projects aimed at improving support services, product features, and customer satisfaction.

Technical Expertise and Documentation :

- Create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices.

- Maintain deep expertise in the company's products, services, and technologies, staying updated with the latest developments and industry trends.

Required Skills and Experience :

- 7-10 years of experience in technical support or a related field, with a strong background in troubleshooting and resolving complex technical issues for global customers in the product support space.

- Deep understanding of APIs and Knowledge of database tables & SQL.

- Proficiency in HTML, CSS, JavaScript, Microsoft Excel, and intermediate Python.

- Ability to work independently with minimal supervision as a member of a team spanning across multiple cultures and time zones.

- Outstanding verbal and written communication skills, with the ability to explain technical concepts to technical and non-technical audiences.

- Excellent analytical and problem-solving abilities, with a proven track record of resolving complex technical issues.

- Strong customer service orientation, with a commitment to delivering exceptional support experience.

- Readiness to work in India Night shift (US Day shift) and weekend shift as required.

- Flexibility and agility with changing priorities and responsibilities in a fast-paced environment