Technical Support Team Lead

2 semanas atrás


Coimbra, Coimbra, Portugal Phiture Tempo inteiro

Job Description

About the Role

We are seeking a highly skilled and experienced Support Engineering Lead to join our team. The successful candidate will be responsible for managing a professional support team, including skills development and performance management.

Key Responsibilities

  • Management of a professional support team, including skills development and performance management
  • Operational control, shift scheduling, accountability for key performance indicators (KPIs)
  • Ensures that all customer cases are responded to within the SLA, and in a professional manner
  • Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
  • Accountability for customer satisfaction
  • Contribution to the support knowledge base
  • Continuous improvement to the team's processes and support service delivery
  • Hire, develop and train support team to match business requirements
  • Work with the leadership team to drive growth and transformation initiatives

Requirements

  • Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
  • Leadership experience, and preferably team management experience
  • Confidence under pressure, with proven track record of high customer focus
  • Preferably fluent in two languages, English being primary one
  • Excellent communication skills (verbal and written)


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