Support Team Lead

Summary about this job

Detail information about job Support Team Lead. Terms and conditions vacancy

• Office environment built on trust with amazing flexibility.
• Market Leader - Highly Innovative Product
• Opportunity to engage with global brands

Team Lead Support - SaaS, Cloud, Web, Software, 
 
The company
 
 
My client has redefined monitoring: AI-powered, full stack & automated. Their innovative SaaS product helps customers to get a self-driving IT. They are proud to excite customers like Google, Apple, Netflix, Delta Airlines, SAP, United Health Care, JP Morgan and many others.
 
They are the only web-scale monitoring solution on the market designed to meet the needs of modern applications.
 
You will be leading a team of support specialist who are the first point of contact for all technical inquiries for this brand new SAAS product
 
 
You will love this job if

• Hands-on and customer-facing remote service delivery is what you are looking for.
• you are fascinated by modern, state-of-the-art technologies.
• continuous learning and product enablement is not scaring you.
• you appreciate team spirit and enjoy an international environment.
• you want to be part of a brand-new, SaaS-driven, agile customer experience organization.

 
Your role in the team

• Enable and support customers in learning, adopting and mastering SaaS solution. 
• Perform remote enablement and coaching sessions
• Explain newly released product capabilities and convey value to customers
• Help customers to integrate the solution into their IT ecosystem
• Deliver a customer first, proactive experience
• Act as a “named” technical expert for a certain set of customers
• Serve as subject matter expert on their solution and best practices, combining product expertise with knowledge around cloud technologies (like Kubernetes, Openshift, CloudFoundry, …)
• Cooperate with our international Sales team, Technical Product Management, and Technical Support
• Attend training for new product features and technologies
• Exchange knowledge with other colleagues and suggest product and process improvements

 
Your profile

• Degree in Computer Science, Software Engineering or similar
• minimum 3 years Experience Leading or Managing support teams 
• More than five years of related professional work experience
• Few years of experience as Technical Consultant for a software product (ideally B2B)
• Some Development Experience is a plus
• Hands-on Team player and proactive (wo)man of action
• Familiar with Web Solutions and Cloud Technologies
• Excellent in English (any other APAC language is a plus)

This role is ideal for someone who has some IT background, loves to engage with customers to solve their issues is passionate about self-development with the ability to motivate and inspire those around them