Product Support Tier 1 Team Lead (#2316)

As the Product Support Tier 1 Team Lead, you will be responsible for overseeing the daily operations of the Tier 1 Product Support team. Your primary focus will be to ensure the successful delivery of high-quality support for internal users and external clients via either support tickets or the support hotline. You will lead a small team of Tier 1 Support Engineers by providing guidance, mentoring, and fostering a collaborative environment to maximize team performance and customer satisfaction. Additionally, you will collaborate with cross-functional teams, including Tier 2 Support, Data Science, Product Engineering, and Customer Success teams, to drive continuous improvement and enhance the overall Support operation.

Responsibilities:

• Handle incoming Support tickets and demonstrate the ability to address complex issues on the platform
• Act as the primary point of contact for escalations, ensuring timely and satisfactory resolution of issues.
• Lead by example and act as a mentor and provide oversight, coaching, and training to the team
• Set clear expectations, establish goals, and monitor team performance to ensure service levels and quality standards are consistently met.
• Foster a positive and collaborative team environment, promoting professional development and knowledge sharing.
• Oversee the progress of the team’s current Support tickets (via Zendesk) and
• Engineering/Data Science Escalations (via JIRA) to ensure timely and effective resolution.
• On-board all-new Tier 1 Support Engineer team members
• Maintaining and updating technical documents such as standard operating procedures/ playbooks.
• Conducting bi-weekly 1:1 with team members to discuss performance and goals
• Conducting weekly team audits
• Preparing monthly and quarterly reports on the team’s agreed goal, metrics and KPIs to the management team.
• Can work in the N-iX office at least once a week.

Process Improvement:

• Identify opportunities for process improvement within the support function, proposing and implementing changes to enhance efficiency and effectiveness.
• Work closely with cross-functional teams to streamline support processes, automate repetitive tasks, and optimize incident response and resolution times.
• Implement and monitor key performance indicators (KPIs) to measure team performance and drive continuous improvement.

Qualifications:

• Candidate must possess at least a Bachelor's/College degree in Information Technology.
• Proven experience in a similar role (3-5 years), leading a team of Application Support Analysts.
• Strong technical background with expertise in troubleshooting, diagnosing, and resolving Application/SaaS issues.
• Solid understanding of ITIL principles and experience with IT service management processes.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with technical and non-technical stakeholders.
• Strong leadership and mentoring abilities, with a track record of building and motivating high-performing teams.
• Critical thinking mindset, with the ability to analyze complex problems and develop practical solutions.
• Experience in process improvement and driving operational efficiencies.
• Experience with the Zendesk, JIRA, or Confluence software is a plus.