V2Solutions - Technical Support Lead

Tech Support Lead (AWS/Devops)

• Resolve escalated technical issues beyond Level 2 capabilities.
• Perform in-depth troubleshooting across hardware, software, and network domains.
• Develop and implement long-term solutions for recurring problems.
  

Team Leadership

• Mentor and guide Level 2 support engineers.
• Facilitate onboarding and knowledge sharing.
• Promote best practices in customer service and technical Collaboration :
• Liaise with engineering and product teams to relay user feedback and technical challenges.
• Coordinate with internal departments for issue resolution and project execution.
  

Documentation & Knowledge Management

• Maintain detailed documentation of complex issues and resolutions.
• Ensure internal knowledge base is current and accessible.
  

Process Improvement

• Analyze support metrics to identify inefficiencies.
• Recommend and implement process enhancements to improve user satisfaction.
  

Customer Engagement

• Handle high-priority user issues directly.
• Ensure clear communication and follow-up for resolution confirmation.
  

Mandatory Skillset

• Hardware and operating systems (Windows, macOS, Linux)
• Productivity tools (Microsoft Office, email clients)
• Service Desk and ITSM tools (preferably ServiceNow, Jira)
  

Technical Proficiency In

• AWS services (EC2, S3, Lambda, RDS, CloudWatch)
• Programming languages (preferably Python; Java/.Net also acceptable)
• Databases (SQL, NoSQL, PostgreSQL, DynamoDB, RDS)
  

Familiarity With

• Monitoring tools like New Relic Data visualization tools (Tableau a plus)
• CRM platforms (Salesforce a plus)
• Salesforce administration (user/license management, roles, permissions, data tools like Data Loader, Workbench)
• Strong analytical, problem-solving, and troubleshooting skills
• Excellent leadership, communication, and interpersonal abilities
  

Required Experience

• Minimum 5 years in technical support roles
• At least 12 years in a lead or supervisory capacity
• Hands-on experience in resolving complex technical issues
• Prior exposure to customer-facing IT support environments
• Familiarity with ITIL processes and service management tools.