Product Engineer designing and delivering scalable solutions for hallo theo's platform. Collaborating with cross - functional teams to implement impactful product features and mentor engineers.
About the role
- Lead technical support operations in an ERP SaaS environment, focusing on incident resolution and team development. Ensure process standardization, cross-team collaboration and optimized multichannel support to deliver a superior customer experience.
Responsibilities
- Responsible for ensuring the technical quality, consistency and efficiency of support operations in an ERP SaaS environment;
- Prioritize and distribute incoming requests, resolve incidents and perform problem analysis with the team;
- Maintain constant interface with Development, Product, Projects and Customer Success teams;
- Standardize processes and keep departmental documentation up to date;
- Prepare reports and monitor performance indicators;
- Provide technical guidance to the team (N1/N2), ensuring continuous development;
- Structure and maintain the multichannel support schedule, ensuring optimized resource allocation and an excellent customer experience;
- Take charge of critical incidents, working with the team and the customer to ensure a high-level resolution and an outstanding experience;
- Anticipate risks, identify patterns and act to prevent recurrence.
Requirements
- Experience leading Technical Support teams;
- Experience with integrated management systems for the retail sector;
- Experience in incident management and prioritization by impact;
- Experience with integrations, APIs, logs and SaaS architecture;
- Basic knowledge of infrastructure, networks and cloud environments.
Benefits
- Happy Day on your birthday — one day off to take care of yourself;
- Company gatherings;
- Emotional wellbeing check-ins;
- Workplace exercise/stretching sessions;
- Health and wellness program.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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