Support Lead

About Company

Responsibilities

• Drive Issue Resolution: Lead the resolution of high-complexity and critical customer issues, including non-functional and performance-related problems, ensuring swift and effective solutions.
• Root Cause Analysis & Prevention: Provide direction and input for Root Cause Analysis (RCA) and proactively propose preventative measures to avoid future occurrences.
• Team Guidance & Mentorship: Guide and assist team members in resolving medium-complexity issues, fostering a collaborative and knowledgeable support environment.
• Advanced Quality Prevention: Implement "Advanced Quality Prevention" plans, including:
• Establishing and maintaining regular, proactive solution health monitoring processes, tools, and procedures.
• Developing and executing validation frameworks post-application patching, upgrades, and maintenance.
• Quality Strategy Implementation: Guide the team in planning and implementing "early detection and resolution" as well as "outflow and recurrence prevention" quality strategies.
• Escalated Issue Management: Drive and lead the resolution of escalated and complex issues in close collaboration with multiple internal (BY) and customer stakeholders.
• Performance Monitoring & Improvement: Track solution adoption and consumption numbers, analyze trends, and provide actionable inputs for continuous improvement.
• Customer Solution Ownership: Take end-to-end ownership of solutions for customers, ensuring their needs are met effectively.
• Customer Satisfaction & NPS: Consistently achieve high customer satisfaction and positively impact NPS scores through demonstrating end-to-end ownership, engagement, and proactiveness.
• Technical & Domain Expertise: Demonstrate high competency in end-to-end solution architecture, performance engineering, relevant SaaS tools and technologies, or strong business process and industry domain knowledge.
• SME & Mentorship: Act as a Senior Subject Matter Expert (SME), providing mentorship to Support Engineers, delivering product/technical trainings, and serving as a JIRA Gatekeeper for review.
  

What We Are Looking For

Qualifications & Experience:

• Bachelor's degree (STEM preferred) with a minimum of 6 to 10 years of experience in Customer Support or Product Support.
• Strong Workforce Management (WFM) domain experience is essential.
• Knowledge of Workforce Management Systems, preferably in UKG, Blue Yonder, Workforce Software, Dayforce, or Legion.
• Possess strong Techno-Functional Expertise.
• Tech-savvy with the ability to adapt to new technologies quickly.
• Proven ability to provide technical and solution leadership during critical/major issues.
• ITIL Certification is required.
• Demonstrable experience, thorough knowledge, and interest in:
• Cloud-native architecture.
• Distributed micro-services.
• Multi-tenant SaaS solutions.
• Cloud scalability, performance, and high availability.
• Experience with API management platforms and providing/consuming RESTful APIs.
• Experience with various tools such as AppDynamics (AppD) & Splunk.
• Experience handling a team is a plus.
  

Behavioral Attributes

• Demonstrates strong leadership capabilities required to lead customer-facing investigations of complex and escalated solution issues.
• Possesses enhanced Customer communication & situation management skills.
• Demonstrates a balanced approach between soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
• Possesses a strong sense of urgency from both Customer and company perspectives, with the ability to define clear priorities.
• Can act as a global representative for key initiatives and projects.
• Inspires others by demonstrating a service mindset through consistently displaying customer-centricity and ownership.
• Proactively seeks 360-degree performance feedback and works on self-development opportunities for holistic personal and professional growth. Continuously improves mentoring skills to help others.
• Consistently keeps up-to-date with learning opportunities for self-development and career advancement.
• Ability to lead or guide a small team to achieve customer/business objectives.