Roles and Responsibilities
- Responsible for leading a team of Tech Support Engineers, Leads and Managers in Excellon Support organization, who are engaged in providing assistance to customers in technical issue identification and resolution.
- Lead and supervise L1, L2 and L3 level Support teams.
- Should be technically sound, can understand the technology and quickly learn Excellon Products. This is a must to assist the team in resolving technical problems.
- Specializes in high-end, Enterprise level support of customers with advanced support needs.
- You will work closely with Product Engineering, Delivery, Sales, and Product Management to ensure that Excellon is delivering overall superior service and support to our customers.
- Delivery of superior level support to end-user customers and functioning as point-of-contact for raised issues to ensure appropriate response and focus of support teams.
- Good understanding of technical support KRA/KPI and ability to drive/meet them consistently.
- Ensure Quality Control as per Excellon standards and procedures.
- Design, develop and implement processes to enhance support function.
- Drive critical customer issues to resolution leveraging cross-functional teams.
- Proven track record of delivering results through people, business and operations management.
- Regularly participate in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.
- Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates.
Desired Candidate Profile
- Must possess a Bachelors degree in Computers or equivalent. - At least 5 years of management experience in a technical support environment
- Must have led a team of 50+ team members comprising of L1, L2 and L3 level support resources.
- Must have worked on Enterprise level SaaS products.
- Must have at relevant experience working as a Support/Technical Engineer, Manager and an experience of managing the managers.
- Good hands on working knowledge of technologies like .NET, Nodejs, MSSQL, MongoDB etc.
- Has a good understanding about Microservices architecture.
- Good understanding of any of cloud infrastructures AWS, Azure.
- Well aware and able to implement different Knowledge Management techniques and tools to help Support issues effectively.
- Has very good verbal and written communication skills to drive effective customer communication.
- Good to have – ITIL Certified, Service delivery experience.