Technical Support Team Lead

• Enjoy troubleshooting and problem-solving analytically
• A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
• An excellent communicator who is efficient and effective with customers and colleagues via web conferences, email, and in-person interactions
• A motivated self-starter who thrives on prioritization and follow-through with a technical hands-on approach
• Passionately creative in mindset and has the ability to adapt quickly to evolving business needs

Responsibilities

Queue & Escalation Management

• Manage e-mail, chat, and phone queues
• Monitor case volume per Engineer
• Assist in conducting and delivering monthly case audits
• Identify case management enhancements & improvements as needed
• Identify, triage, and assign all defined support escalations including the oversight/ownership of all assigned Sales escalations and survey responses

Resource Management

• Review all Service case assignments for the day
• Work with Customer Success Coordinators on post-mortem Service case reviews, audits, & feedback
• SOP adherence for PTO and calendar bumpers
• Create schedules for lunch, focus time, training, on-call, & holiday coverage

Reporting Management

• Create and own dashboards and reporting on queue health keeping support leadership updated on trends and analytics
• Perform monthly case audits for each support engineer

Team Management

• Drive support engineers positive performance through 1:1 coaching, team meetings, providing feedback during case audits
• Address all non-compliance or negative shifts in Support Engineer performance and provide verbal warnings for SOP non-compliance
• Escalate unresolved non-compliance and personnel issues to managers as needed.

Reporting Structure

• Manage a combination of Tier 1, Tier 2, and Tier 3 support engineers
• Reports to Technical Support Manager

• 2+ Years working in a team of 10 or more Technical Support Engineers
• SC//Hypercore Support T2 level or above
• Proficient communication skills (written and oral)
• Time management and task prioritization skills
• Exceptionally motivated and motivational
• High attention to detail
• Steady composure in the face of difficult situations
• Experience with Scale Computing products a plus
• Knowledge of current Hyperconvergence, Edge technologies, and emerging trends