Technical Product Support Lead

Description

As a Project Lead - Support Projects, you will play a crucial role in driving operational excellence within Sureify Support delivery function. You will lead and manage one or more ongoing projects or operational areas, ensuring smooth and efficient support delivery to Sureify customers. This role requires a strong blend of technical expertise, project management skills, and a customer-centric approach.

Responsibilities:

• Operational Leadership:

• Lead and manage key operational areas such as monitoring, including shift planning, performance measurement, and continuous improvement initiatives.
• Serve as the primary escalation point for critical support issues, working closely with the India team manager to resolve them effectively.

• Project Management:

• Utilize Agile methodologies (Scrum) and tools like Jira to effectively plan, execute, and track support projects.
• Manage project scope, timelines, and budgets, ensuring timely delivery of project objectives.
• Identify and mitigate project risks and issues proactively.

• Process Improvement:

• Continuously analyze and improve existing support processes and workflows to enhance efficiency and customer satisfaction.
• Develop and implement new policies and procedures to streamline operations.
• Advocate for and drive the adoption of new tools and technologies within the Support function.

• Team Collaboration:

• Foster strong collaboration and communication with cross-functional teams, including DevOps, Product Delivery, and Engineering.
• Build and maintain positive relationships with internal and external stakeholders.

• Knowledge Management:

• Develop and maintain comprehensive knowledge base articles and documentation.
• Lead and own the development and implementation of knowledge management processes within the team.

• Technical Expertise:

• Possess a strong understanding of software development principles, troubleshooting techniques, and common web/mobile technologies.
• Familiarity with SQL and scripting languages is a plus.
• Good to have experience in development knowledge of internal tools and utilities to improve support efficiency and effectiveness.
• Lead and support bug-fixing efforts within the development team.
• Coordinate and support production deployments.

Qualifications:

• 5+ years of experience in a software support role, with at least 2 years of experience in a lead or supervisory capacity.
• Proven experience in managing escalations and resolving complex support issues.
• Strong understanding of support case handling, Root Cause Analysis (RCA), and Service Level Agreements (SLAs).
• Experience with Agile methodologies (Scrum) and project management tools (Jira).
• PMP or Scrum Master certification is a significant advantage.
• Excellent written and verbal communication, interpersonal, and presentation skills.
• Experience 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 an equal opportunity employer and enthusiastically encourages people from a

wide variety of backgrounds and experiences to apply.