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Technical Support Lead
We are searching for experienced Technical Support Lead that will bring our Technical Support team to the next level.
Responsibilities:
- Overseeing work of technical support while performing hands-on activities
- Provide technical support to worldwide customers and partners over web, phone, mail
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner;
- Run online sessions with customer to understand and troubleshoot issues, providing workarounds and solutions;
- Perform root cause analysis for technical issues;
- Document problem resolution steps, maintain and update internal knowledge base
- Work closely with R&D and Customer Success team
Requirements:
- Minimum 2-3 years of experience being senior support engineer or support lead in a software vendor company
- Knowledge of L2/L3 technical support processes
- Previous experience with technical services for international customers
- Fluent spoken and written English – a must
- General understanding of virtualization, system and storage concepts (e.g. LUN, WWN, SAN/NAS, Cluster, VM, Virtual network, Container)
- Highly technical and analytical thinker
- Hands-on experience with Windows / Linux / VMware / Windows AD, GPO / Shell scripting / AWK / SQL – an advantage