Description

Lead and mentor an L1 support team to improve productivity, technical proficiency, and incident resolution.

This role is remote.

Responsibilities

• Lead, mentor, and assign tasks to L1 support staff while setting performance goals.
• Act as the primary escalation point for critical client issues and high-priority incidents.
• Manage incident response and communicate with stakeholders during outages or major service disruptions.
• Develop support processes and maintain documentation, FAQs, and knowledge base articles.
• Conduct regular training sessions to improve product knowledge and troubleshooting capabilities.

Required Skills

• 10+ years of professional experience in support or technical leadership.
• Proven experience managing L1 support teams and improving team productivity.
• Proficiency with Jira, Confluence, and Slack.
• Experience in incident and crisis management.
• Ability to work in a 24/7 shift environment.
• Availability for on-call rotations based on business needs.
• Any Graduate degree.

Preferred Skills

• Experience using New Relic.
• Experience working with Databricks.

Key Skills

Education

Any Graduate