Team Lead, Product Support Engineer

As a Team Lead, Product Support Engineer at Meltwater, you will be responsible for providing technical assistance and supporting clients in utilizing products and services effectively. Your strong technical skills and problem-solving abilities are crucial in delivering exceptional services to clients. **Key Responsibilities:** - Collaborate with an international team to support Global Portfolio of Customers across various industries. - Manage, prioritize, and troubleshoot a pipeline of tickets, application requests, and project activities efficiently. - Respond promptly to system-generated alerts/escalations regarding any service platform failures. - Troubleshoot issues, identify root causes, and implement effective solutions in collaboration with other teams. - Interact proactively with internal and external customers to ensure the highest level of client satisfaction. - Maintain clear, concise, and effective communication with customers, vendors, and internal stakeholders. - Enforce support case management guidelines, meet SLAs, and update cases diligently within the Support System of Record (Jira). - Administer technical projects focused on maintaining applications and enhancing Product Support workflows, tools, and efficiencies. - Drive and implement new initiatives to enhance support in the client lifecycle. **Qualifications Required:** - Masters or Bachelor's of Technology degree, preferably in Computing or Engineering. - Minimum of 5 years of relevant work experience. - Ability to collaborate, prioritize requests, and promote team synergy. - Proficiency in at least one scripting or programming language, with knowledge of databases and Unix/Linux fundamentals. - Extensive experience with web technologies such as HTML, CSS, JavaScript, and HTTP, as well as familiarity with jQuery, Regular Expression, etc. - Familiarity with MongoDB/NoSQL or MySQL/MSSQL databases. - Strong troubleshooting, problem-solving, investigation, and diagnostic skills. - Preferred experience with ticketing systems like JIRA, Intercom, or similar live chat platforms. - Excellent written and verbal communication skills in English. - Willingness to work in the office 3 days a week and in rotational shifts to support global markets.,