Technical Product Support Lead

As a Project Lead - Support Projects at Sureify, you will be instrumental in driving operational excellence within the Support delivery function. Your primary responsibilities will include leading and managing ongoing projects and operational areas to ensure efficient support delivery to Sureify customers. This role demands a unique combination of technical proficiency, project management expertise, and a customer-centric mindset. In terms of operational leadership, you will oversee key areas such as monitoring, shift planning, performance measurement, and continuous improvement initiatives. Acting as the main escalation point for critical support issues, you will collaborate closely with the India team manager to resolve these issues effectively. For project management, you will employ Agile methodologies (Scrum) and tools like Jira to plan, execute, and track support projects. It will be your responsibility to manage project scope, timelines, and budgets to ensure the timely delivery of project objectives. Proactively identifying and mitigating project risks and issues will also fall under your purview. In the realm of process improvement, you will continuously analyze and enhance existing support processes and workflows to boost efficiency and customer satisfaction. You will also be tasked with devising and implementing new policies and procedures to streamline operations and driving the adoption of new tools and technologies within the Support function. Collaboration with cross-functional teams such as DevOps, Product Delivery, and Engineering is essential. You will nurture strong communication and teamwork, building positive relationships with internal and external stakeholders. Knowledge management is another critical aspect where you will develop and maintain comprehensive knowledge base articles and documentation. You will spearhead the knowledge management processes within the team. Regarding technical expertise, you should possess a solid understanding of software development principles, troubleshooting techniques, and common web/mobile technologies. Familiarity with SQL and scripting languages is advantageous. Experience with bug-fixing efforts and coordinating production deployments is also beneficial. Qualifications: - 5+ years of experience in a software support role, with at least 2 years in a lead or supervisory capacity. - Proven experience in managing escalations and resolving complex support issues. - Strong grasp of support case handling, Root Cause Analysis (RCA), and Service Level Agreements (SLAs). - Proficiency in Agile methodologies (Scrum) and project management tools (Jira). - PMP or Scrum Master certification is advantageous. - Excellent communication, interpersonal, and presentation skills. - Familiarity with CRM tools (Salesforce, ServiceNow) and knowledge management systems. - Bachelor's Degree in Computer Science, Engineering, Information Technology, or a related field. Technical Skills (Nice to Have): - Experience with PHP, Go, React, Android/iOS development. - Knowledge of cloud platforms (AWS). Benefits: - Competitive Salary & Benefits Package - Medical and Accidental Insurance - Professional Development Opportunities - Collaborative and Supportive Team Environment - Opportunities to work with cutting-edge technologies Sureify is committed to diversity and inclusivity, welcoming individuals from various backgrounds and experiences to apply for opportunities within the organization.,