Customer Support Lead

As a Customer Support Lead at AutoRABIT, you will play a crucial role in handling Production incidents analysis and performing root cause analysis in a high availability environment that involves 24X7 on-call support. Your responsibilities will include the following: - Act as a mentor and technical expert for the support team, providing guidance and advice to ensure case resolution and customer satisfaction. - Drive the team towards achieving monthly/quarterly goals effectively. - Engage proactively with clients through regular communication and reviews. - Lead, motivate, and assist a team of Technical Support Specialists to achieve individual and team goals. - Collaborate with stakeholders to perform root-cause analysis and devise solution approaches. - Lead support case resolution efforts by utilizing troubleshooting skills, identifying root causes, and communicating bugs to Engineering. - Work closely with Sales, Solution Consultants, Engineering, and Product Management to enhance the overall customer experience and provide maximum value to customers. - Contribute to and make recommendations for Knowledge Base content. - Escalate support cases and priority issues to management as needed, demonstrating good judgment in the escalation process. - Demonstrate excellent communication skills in English, both written and verbal. - Possess strong knowledge and exposure to Quality and Process Improvement techniques. - Showcase good analytical, listening, and leadership skills. - Adhere to set internal controls responsibly. Desired Skills and Knowledge: - 5 years of experience in software or SaaS customer support, preferably as a team leader or subject matter expert supporting Java-based products. - Proficiency in software engineering best practices, with a track record of maintaining and delivering high-quality software. - Experience with Salesforce.com or equivalent SaaS platforms in development, administration, or technical support. - Familiarity with debugging common application languages and technologies like J2EE, HTML, JavaScript, Spring Framework, Spring Boot Framework, XML, JSON, and Linux. - Exposure to DevOps pipelines or related areas such as version control (e.g., Git, SVN, Bitbucket, GitHub, Azure Repos), IDE (e.g., Visual Studio, IntelliJ), CI (e.g., Jenkins Pipelines, Azure DevOps, GitLab), and other tools like Maven, Jenkins, Sonar. - Strong investigation skills to understand and reproduce problem scenarios. - A can-do attitude with a focus on challenging the status quo, leading, and contributing to key improvements and innovations. Education: - Bachelors in Computer Science or equivalent degree. - Certification in Salesforce.com is an added advantage. Location: Hyderabad Experience: 8 to 12 Years Compensation: 15 to 22 LPA Website: www.autorabit.com,