Job
Description
As part of Coates Group, a global technology company leading in creating dynamic and engaging customer experiences, you will have the opportunity to be a key player in our innovative journey. With a history spanning nearly 60 years, our solutions have facilitated impactful connections between renowned brands and their customers worldwide. While we take pride in our achievements, we are driven by a vision of continuous growth and evolution. At Coates Group, we embody the values of a family-owned business combined with the innovative spirit of a start-up. Our purpose revolves around "Creating Connections, Empowering Partnerships, and Always Evolving." Through dedication, hard work, and creativity, we have established ourselves as industry leaders, winning awards and setting records. Our commitment to growth is evident through milestones such as being a 2-time Australia Good Design Award winner and executing the largest hardware deployment in Quick Service Restaurant history. As a member of our diverse and passionate crew, you will be part of a team that values curiosity, authenticity, and collaboration. We are imaginers, kindness enthusiasts, experts, creators, and over-achievers, working together to revolutionize how leading brands utilize technology to enhance customer experiences. **Role Responsibilities:** - **Leadership and Guidance:** Supervise and support a team of Level 2 and Level 3 Support Engineers, ensuring alignment with Coates" strategic objectives and maintaining high-performance standards. - **Advanced Technical Support:** Serve as the primary escalation point for complex support issues, maintaining expert-level knowledge of Coates Group products. - **Operational Excellence:** Lead initiatives to enhance service delivery and efficiency, collaborating with the Support Engineering Manager to streamline support processes. - **Knowledge Management and Training:** Develop and update documentation and knowledge bases, conduct training sessions to ensure team skills are current. - **Stakeholder Management:** Regularly communicate with product management, software engineering, and customer success teams to advocate for product enhancements, prepare support activity reports for senior management and other stakeholders. - **Escalation Management:** Manage escalations and on-call coverage windows in collaboration with global support peers and market teams. **Role Requirements:** - Degree in Business Engineering, Computer Science, or a related technical field. - Minimum 3 years of experience in a technical support lead role, demonstrating team management and technical problem-solving skills. - Strong technical expertise with practical experience in Linux, SQL, and familiarity with support tools like Salesforce and Zendesk. - Experience in drafting and managing knowledge content for support workstreams. By joining Coates Group, you become part of a team that values integrity, individuality, and inclusivity. Our growth plans focus on offering rapid career advancement opportunities, supported by a forward-thinking CEO who prioritizes creating a positive work environment. As a crew member, you will contribute to creating immersive brand experiences and be part of a global team that embraces creativity and ambition. We offer competitive benefits including an annual bonus program, flexible work options through our Thrive Program, and dedicated time for health and wellbeing activities. At Coates Group, we foster a culture of innovation and collaboration, encouraging diverse perspectives and ideas to drive us forward. We believe that our past achievements are just the beginning and are excited about the future possibilities. Coates Group is an Equal Opportunity Employer, promoting diversity and inclusion in the workplace without discrimination based on race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation, or citizenship status.,
