Technical support team lead- Tier 2/3

2 weeks ago

Tel Aviv, Tel Aviv, Israel AS HR Services Full time ₪120,000 - ₪180,000 per year

For a well established Start up based in Tel Aviv we are looking for a Technical Support Team Lead for our Tier 2/3 support team.

This role requires a dynamic individual with a strong technical background and excellent leadership skills to oversee a global support operations, mentor team members, and ensure high-quality technical assistance to our clients. The ideal candidate will possess a blend of technical expertise and a commitment to customer satisfaction, facilitating the resolution of complex technical issues while fostering a collaborative team environment.

Responsibilities:

  • Lead and mentor a team of Tier 2/3 technical support specialists to deliver high-quality customer service and technical assistance, globally.
  • Oversee the troubleshooting and resolution of complex technical issues escalated from Engineering team or Customers including architectural issues.
  • Develop and maintain support documentation, knowledge base articles, and training materials.
  • Monitor team performance metrics and provide regular feedback to improve team efficiency and customer satisfaction.
  • Act as a liaison between technical support and other departments, ensuring effective communication and collaboration on technical issues.
  • Facilitate ongoing training and development for team members to enhance their technical skills and knowledge.
  • Assist in the identification of trends in technical issues and recommend improvements to products or services.

Hybrid work: 2 days at the office/3 from home. willing to work US hours.

close to the train station.

Requirements:

  • Minimum of 5 years of experience in technical support or IT-related roles, in a global environment, including vast knowledge with Kubernetes, cloud, Big data domains with high scale products.
  • At least 2 years of experience in a leadership or supervisory role within a global technical support environment.
  • Strong knowledge of operating systems, networks, and software applications.
  • Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
  • Proficient in customer service principles with a strong focus on client satisfaction.
  • Effective communication and interpersonal skills to lead and motivate a global team.
  • Experience with ticketing systems and remote support tools.

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