Customer Support Lead

As a Customer Support Lead at AutoRABIT, your primary responsibility will be to handle Production incidents analysis and perform root cause analysis in a high availability role involving 24X7 on-call support. You will play a crucial role in assisting customers in demanding and complex development environments by providing top-notch troubleshooting, communication, and customer service skills. Your role will encompass mentoring and guiding the technical support team, driving monthly/quarterly goals, engaging with clients, leading and motivating Technical Support Specialists, and working on root-cause analysis to identify solution approaches. Collaboration with various stakeholders to enhance the overall customer experience and contribute to Knowledge Base content will be key aspects of your role. Additionally, you will escalate support cases and priority issues to management as needed, adhere to internal controls, and ensure excellent communication skills in English - both written and verbal. **Roles & Responsibilities:** - Act as a mentor and technical expert, providing guidance to case owners for case resolution and customer satisfaction. - Drive teams to achieve monthly/quarterly goals. - Engage with clients through proactive communication and regular reviews. - Lead, motivate, and assist a team of Technical Support Specialists to achieve individual goals. - Collaborate with stakeholders for root-cause analysis and solution approaches. - Lead support case resolution efforts by troubleshooting, debugging, and communicating bugs to Engineering. - Collaborate with Sales, Solution Consultants, Engineering, and Product management to enhance the overall customer experience. - Contribute to and make recommendations for Knowledge Base content. - Escalate support cases and priority issues using good judgment. - Demonstrate strong knowledge and exposure to Quality and Process Improvement techniques. - Exhibit good analytical, listening, and leadership skills. **Desired Skills and Knowledge:** - 5 years of experience in software or SaaS customer support role, ideally as a team leader or subject matter expert supporting Java-based products. - Proficiency in software engineering best practices with experience in maintaining and delivering high-quality software. - Experience with Salesforce.com or equivalent SaaS platforms development, administration, or technical support. - Familiarity with debugging common application languages and technologies such as J2EE, HTML, JavaScript, Spring Framework, Spring Boot Framework, XML, JSON, Linux. - Experience with DevOps pipelines, version control, IDEs, CI, and related tools such as Git, SVN, Bitbucket, GitHub, Azure Repos, Maven, Jenkins, Sonar. - Strong investigation skills and a proactive attitude towards challenges and improvements. **Education:** - B.Computer Science or equivalent degree. - Certification in Salesforce.com is an added advantage. In this role, you will be based in Hyderabad with 8 to 12 years of experience and offered a compensation ranging from 15 to 22 LPA. AutoRABIT is a leader in DevSecOps for SaaS platforms, providing a unique metadata-aware capability that ensures Release Management, Version Control, and Backup & Recovery are complete, reliable, and effective. With a highly scalable framework covering the entire DevSecOps cycle, AutoRABIT is well-positioned for growth and is dedicated to bringing creativity to the demanding SaaS marketplace. Please visit www.autorabit.com for more information about the company.,