Lead Technical Support Engineer

Job Description

Role : Technical Support Engineer (Team Lead role) Location: Goregaon, Mumbai (WFO) What you'll be Responsible for? Provide support to internal / external customers while adhering to the set SLA parameters. Facilitate calls with customers to explain/resolve/address the issues raised to technical support team Perform initial troubleshooting, do analysis, test service flows to resolve customers concerns Collaborate / coordinate with backend teams in identifying / resolving customer issues. Capture and document all queries / concerns via the ticketing tool / email/ calls. Responding to customers via various communication channels and to provide timely revert / updates / notifications. Share periodic updates and feedbacks on regular basis. Maintain regular tracker(s) and publish reports to all stakeholders. Ensure 100% adherence to teams and organizational processes. Time Management Ticket management Customer response and engagement Cross-functional communication and coordination Compliance and SOP What You'd have? Basic knowledge of Linux, MySQL, Oracle, Phoenix and Hive Analytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisions Proactive, self-motivated and should be a team player Flexible to work in 24x7 environment Ability to plan and organize