Product Support Team Lead
Description
- Coach, mentor, and develop team members to optimise performance and achieve key performance indicators (KPIs).
- Resolve complex customer issues through advanced troubleshooting and problem-solving, ensuring customer satisfaction.
- Analyse support processes to identify inefficiencies and implement improvements to enhance team efficiency and customer experience.
- Track and analyse key performance indicators (KPIs) to identify trends and develop strategic initiatives to enhance support team performance.
- Leading and mentoring a team of 5 engineers.
- Own your code - be the last line of support cases and handle production issues when necessary.
Requirements
- "Advanced Networking knowledge in Internet environment (TCP/IP, HTTP, DNS, HTTPS/SSL/TLS, Layer2 thru Layer7, load balancing, proxies
- Have 3 or more years of experience in mentoring, and helping to build a technical team.
- Heavy Experience with analyzing Wireshark/TCP-dumps, server logs, core files (kernel and user space)
- and Debugging tools such as Burp/Fiddler/Postman
- Working knowledge with Public cloud deployments
- Solid Security Knowledge including firewalls, CVEs, well known attacks, and best practices
- Experience with CRM systems such as Salesforce/Service Now
- Experience with Jira or similar platform,
- Solid understanding of RFC and standards
ยท Preferably someone amenable to work with any shifts