Team Lead (Technical Operations & SaaS Support)

Role & responsibilities

Team Leadership & Development: o Lead a team of 3D Sensor Calibration Technicians and Measurement System Specialists, ensuring high-quality technical delivery. o Provide coaching and mentoring to team members, fostering professional growth and skill development. o Oversee day-to-day operations and coordinate with Swiss teams to ensure alignment with project goals. • Sensor Calibration & Configuration (Initial 1-1.5 Years Focus): o Directly oversee and engage in the calibration, validation, and quality assurance of the 3D sensor systems. o Lead the team in sensor position validation, multi-sensor setups, and ensuring seamless integration of sensors into the tracking system. o Perform quality checks on tracking accuracy, analyzing performance and resolving issues as they arise. o Guide the team in following standardized processes to ensure sensor calibration and system configurations are done correctly. • Incident Management & Support (Transition After 1-1.5 Years): o Handle 1st and 2nd level support for the SaaS platform, using Jira for incident tracking and resolution. o Prioritize and assess incoming incidents, ensuring the right teams are involved based on urgency and impact. o Ensure a customer-centric approach in addressing support tickets, maintaining high service levels. • Technical Customer Support: o Provide technical assistance to customers, addressing issues related to the sensor systems, platform functionality, and system configurations. o Develop customer-facing documentation and training materials to ensure a smooth onboarding and support experience. • Process Optimization: o Analyze support workflows and recommend improvements to enhance team efficiency, response times, and customer satisfaction. o Continuously review and refine support processes to streamline operations and reduce incident resolution times. • Cross-Team Communication: o Act as a liaison between the support team, technical project teams, and expert-level support teams. o Communicate effectively with stakeholders across departments, ensuring seamless information flow and issue resolution. • SaaS & Cloud Infrastructure Understanding: o Maintain an understanding of SaaS platforms and cloud infrastructure to troubleshoot and support system configurations. o Assist in monitoring system performance through tools like Azure Monitoring, ensuring platform stability and uptime. • Tool Proficiency: o Utilize tools such as Jira, Confluence, Azure Monitoring, and PagerDuty to track incidents, manage workflows, and ensure timely resolution of issues. • Data-Driven Decision Making: o Leverage data and performance insights to improve team operations, support effectiveness, and customer experience.

Preferred candidate profile

We are seeking a highly skilled and motivated Team Lead to oversee our technical operations in the India office, supporting the 3D Sensor Calibration Technicians and Measurement System Specialists. For the first 1-1.5 years, this role will primarily focus on sensor calibration and system configuration tasks. After this period, the focus will gradually shift towards 1st and 2nd level support for our SaaS platform, ensuring smooth incident management, customer support, and continuous improvement in service delivery. The ideal candidate will bring a combination of leadership, technical expertise, and customer-focused support skills.