Responsibilities

📍Train, develop, lead and mentor a team of Tier 1 Support Analysts focused on resolving incidents with low to medium complexity, service requests and sharing product configuration best practices with customers. 📍Be a great communicator with a customer centric focus. Identify the technical challenges our customers are facing and provide solutions both independently, and in support of your colleagues. 📍Collaborate with US tier 1 support team lead and tier 2 leadership to assess and strategically escalate cases in the manner that will allow them to be resolved most efficiently. 📍Own the daily standups and case distribution for your team removing any blockers and liaising externally with other department to ensure adequate ownership and progress of the resolution plan. 📍Represent support team in customer communications for service outages or major incidents working closely with Customer Marketing and Success teams. 📍Create, document, improve and maintain tier 1 support process and increase team awareness and adoption of such process i.e. case triaging. 📍Test configurations to reproduce issues and identify solutions to problems. 📍Develop and enhance training materials to foster the development of the Support Analysts. 📍Collaborate with Customer Success Managers to resolve escalations. 📍Conduct regular performance evaluations to ensure Support Analysts meet or exceed minimum performance requirements. 📍Create new and enhance existing knowledge base articles.

Skills and Qualifications

📍Strong Technical Support experience interfacing with external customers. 📍Demonstrable experience of leading technical team. 📍Previous experience working in a global team with distributed workforce. 📍Possess strong troubleshooting abilities to get to the source of problems and think critically about possible solutions. 📍Experience with Windows Server OS, IIS, ADFS, WAP and Active Directory. 📍Strong experience using Linux OS. 📍Familiarity with PowerShell and Java scripting. 📍Familiarity with troubleshooting and supporting SQL Database. 📍Understanding of network topologies and firewalls troubleshooting. 📍Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions is a plus. 📍Working knowledge of PKI is a plus. 📍Ability to communicate effectively and professionally with key stakeholders. 📍Ability to complete tasks within required timelines. 📍Possess a positive attitude. 📍Driven and action oriented. 📍Strong leadership skills. 📍Ability to work independently and collaboratively. 📍Be proactive and initiate solutions. 📍Fluent in English (both written and verbal).