Support System Engineering Lead

Job Overview:

• We are seeking a seasoned Support System Engineering Lead with a strong background in technical support, preferably within software, payments, or financial services. The ideal candidate will lead our team of system support specialists, driving excellence, innovation, and customer satisfaction.
  

Qualifications:

• Bachelor's Degree in Computer Science or a related field.
  
• At least 5 years of experience in technical support, with a minimum of 2 years in a leadership role, preferably in the financial services or payments industry.
  
• Proficient in Windows and Linux OS, SQL, and C# (.Net, .Net Core); read and write code at a basic level for debugging purposes.
  
• Exceptional leadership skills with the ability to mentor and motivate a technical support team.
  
• Strong analytical, problem-solving, and communication skills.
  
• Experience with cloud services, IT service management, and incident management tools.
  

Performance Evaluation KPIs:

• System uptime and reliability.
  
• Quick and effective incident resolution.
  
• High customer satisfaction and feedback.
  
• Successful management and improvement of change processes.
  
• Team performance and professional growth.
  

Job Overview:

• We are seeking a seasoned Support System Engineering Lead with a strong background in technical support, preferably within software, payments, or financial services. The ideal candidate will lead our team of system support specialists, driving excellence, innovation, and customer satisfaction.
  

Qualifications:

• Bachelor's Degree in Computer Science or a related field.
  
• At least 5 years of experience in technical support, with a minimum of 2 years in a leadership role, preferably in the financial services or payments industry.
  
• Proficient in Windows and Linux OS, SQL, and C# (.Net, .Net Core); read and write code at a basic level for debugging purposes.
  
• Exceptional leadership skills with the ability to mentor and motivate a technical support team.
  
• Strong analytical, problem-solving, and communication skills.
  
• Experience with cloud services, IT service management, and incident management tools.
  

Performance Evaluation KPIs:

• System uptime and reliability.
  
• Quick and effective incident resolution.
  
• High customer satisfaction and feedback.
  
• Successful management and improvement of change processes.
  
• Team performance and professional growth.
  

• Lead a dynamic team of system support specialists, promoting a culture of high performance, innovation, and customer focus.
  
• Serve as the primary escalation point for resolving complex technical issues promptly.
  
• Apply coding and technical skills for problem-solving, task automation, and system enhancements.
  
• Maintain and update the technical knowledge base to support customers and the internal team effectively.
  
• Work collaboratively with other departments to drive system improvements and ensure seamless service delivery.
  
• Manage our technical infrastructure and tools with an eye for scalability and security.
  
• Develop policies and processes to boost team efficiency and enhance customer service.
  

Additional Responsibilities:

• Oversee customer onboarding, ensuring a smooth transition and integration.
  
• Encourage cross-department collaboration to foster innovation and continuous improvement.
  
• Cultivate strong customer relationships, aiming for high satisfaction and loyalty.