Team Lead,customer Support

APTEAN JOB LEVEL: D

APTEAN JOB TITLE: Team lead, SRE

We are looking for a Team Lead – Customer Experience Support to provide hands-on guidance to a team of 7 support engineers working on a process manufacturing-focused ERP platform, especially its Finance modules (GL, AR, AP, FA, etc.). This role combines technical expertise with team mentorship, issue resolution, and day-to-day operational leadership in a rotational 24x7 support model.

Full line:

• Job (# of positions): 1

Dotted line:

• Job (# of positions): 1

Key Responsibilities:

• Act as the first-level escalation point for the team in resolving complex ERP support queries.
• Guide and coach a team of young engineers handling ERP support tickets, particularly in financial modules.
• Monitor ticket queues and ensure timely response and resolution within SLAs.
• Perform root cause analysis of recurring issues and contribute to knowledge base documentation.
• Collaborate with internal teams (Product, QA, Engineering) for faster issue resolution and bug tracking.
• Ensure adherence to standard processes and encourage best practices across the team.
• Plan shift rosters to maintain 24x7 coverage while ensuring team well-being and workload balance.
• Conduct peer reviews, support quality audits, and contribute to continuous improvement initiatives.
• Train new team members on product features, tools, support etiquette, and escalation handling.

Skills Required:

ERP & Functional Knowledge:

• Strong domain understanding of ERP software, especially Finance modules (GL, AR, AP, FA, Costing).
• Good exposure to process manufacturing workflows and their impact on finance functions.
• Hands-on troubleshooting of ERP issues and understanding of financial business processes.

Technical Skills:

• Working knowledge of SQL for data checks, validations, and debugging.
• Familiarity with support tools (e.g., Freshdesk, Jira, Zoho Desk).
• Ability to read and interpret logs or workflow errors and suggest functional/technical fixes.

Team Lead & Communication Skills:

• Experience leading or mentoring a small team of support engineers.
• Strong communication and collaboration skills to work with young team members and cross-functional stakeholders.
• Ability to explain complex issues in simple terms to customers and team members alike.
• Organized and dependable in roster planning, shift handovers, and priority case management.

Soft Skills & Mindset:

• Customer-first attitude and calm under pressure during critical issue handling.
• Natural coach and motivator who can guide junior engineers to grow and take ownership.
• High sense of accountability and reliability in a 24x7 support ecosystem.

Preferred Qualifications:

• 6-9 years of total experience in ERP product support, with at least 1–2 years in a lead/mentorship role.
• Bachelor's degree in Finance, IT, Computer Science, or related field.
• Familiarity with process manufacturing ERP platforms (SAP, Oracle, Infor, Microsoft Dynamics, etc.).
• ITIL Foundation or equivalent exposure to structured support practices (optional but preferred).