обновлено 3 часа назад
Team Lead, Technical Support (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Team Lead, Technical Support (SaaS): Providing advanced technical support for SaaS contact centre software with an accent on root cause analysis, networking diagnostics, escalated customer issues, and technical team mentoring. Focus on analysing logs, traces, and packet captures, resolving complex multi-platform incidents, improving knowledge practices, and collaborating with R&D and third-party providers.
Location: United Kingdom — Remote
Company
develops AI, cloud, and digital software for customer experience, financial crime prevention, and public safety, serving global businesses across 30+ countries.
What you will do
- Provide advanced technical support for SaaS contact centre software through phone, online, chat, and email.
- Analyse logs, traces, packet captures, network diagrams, and other technical data to identify root causes and resolve complex incidents.
- Own escalated customer cases, manage priorities and SLA targets, and coordinate incidents with internal teams and third-party providers.
- Mentor technical support colleagues on troubleshooting, communication, product knowledge, case management, and networking.
- Create and maintain knowledgebase content using the KCS methodology and provide coaching on KCS practices.
- Document suspected software defects and collaborate with Research and Development on isolation, correction, and resolution.
Requirements
- 7+ years of experience in technical customer service, preferably technical support.
- At least 3 years of advanced experience with SaaS, telecommunications, contact centre software, networking, VoIP, QoS, SIP, APIs, TCP/IP, HTTP/HTTPS, SFTP, scripting, load balancers, proxies, firewalls, and relational databases.
- Strong technical, analytical, problem-solving, written, and verbal communication skills in complex, high-pressure, multi-platform environments.
- Experience driving escalated customer problems to resolution and creating or updating knowledgebase resources.
- Understanding of contact centre business operations, telecommunications architecture, PBX, carriers, and VoIP.
- Bachelor’s degree in computer science, business information systems, networking, or a related field, or equivalent experience.
hirify.global-to-have"> to have
- Experience troubleshooting VoIP, telephony, MPLS, SIP, Ethernet, OC-X, 1+ and toll-free services.
- Workforce Management software or outbound dialler experience.
- Web Services, API, database, and SQL knowledge.
- Technical support experience in a software or telecommunications environment.
Culture & Benefits
- Remote work arrangement in the United Kingdom.
- Flexible scheduling and occasional on-call availability are required.
- Work in an agile, fast-paced environment with cross-functional collaboration.
- Opportunity to support products used by 25,000+ businesses and manage more than 120 million customer interactions daily.
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