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.
We offer:
- Flexible working format - remote, office-based or flexible
- A competitive salary and good compensation package
- Personalized career growth
- Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more)
- Active tech communities with regular knowledge sharing
- Education reimbursement
- Memorable anniversary presents
- Corporate events and team buildings
- Other location-specific benefits
Ivano-Frankivsk, Kyiv, Lviv
