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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
Who are we looking for Lead a team of technical support Engineers in Bangalore for our growing customer base and our product portfolioFacilitate and lead actionable improvements within the team to improve quality, efficiency and effectivenessPartner with other leaders across Customer Support to drive process and scalability on a global scaleWork with product management, engineering, sales, professional services, customer success and other teams to ensure technical solutions and improvementsDrive improvements in our customer satisfaction rating by providing phenomenal, personalized support with our great customers Desired Qualities & Skills Our managers spend time on the phone with customers and their team so a willingness to make that call is a must have.Our team members need to have an attitude and personality that makes them suited to work with people (our customers and their co-workers!) and make those people happy.The expectation is that you have the ability to converse with each team member in a technical manner, understand the challenges that they go through in order to resolve the issues and learn how to troubleshoot issues hands-on.Our ideal Mission Critical Support Manager has led technical support, customer service, technical account management or other technical customer facing teams. Required Technical 9-15 years of experience in managing or leading technical support, or similar, teams5 years of experience working with customers, managing relationships and setting customer expectationsPrevious demonstrated experience in one or more of the following technical domainso Web 2.0 architecture and solutionso HTML, CSS, DHTML, JavaScripto Relational databases (Oracle, MySQL)o REST APIo Middleware Infrastructure - Apache Webserver, Tomcato Knowledge of AWS environment.o Troubleshooting - High Traffic, UI Latency, JVM issues, App Server Performance, Thread & Heap Dump Analysis.Expertise in supporting complex Enterprise software solutions (ERP, CRM, etc) instead of more typical technical support. We don t follow a script here and expect our analysts to make judgement calls.Excellent written and spoken communication skillsAble to communicate effectively between teams and individuals of varying technical expertiseFamiliar with the latest trends in social channels (forums, Facebook, Twitter, etc.)Able to multitask effectively while working on customer issuesWillingness to travel occasionally when the need arises ( Education ( preferred and required) Bachelors Degree in Computer Science, Information Technology, Management or a related fieldTechnical or support certifications such as HDI, ITIL, MCSA: SQL or Oracle SQL Expert,
Keyskills :
computer sciencecustomer servicehigh trafficweb serverproduct portfoliosupport engineerssocial mediamission criticalcustomer supporttechnical supportoracle sqlweb 20