Technical Support Lead overseeing technical support operations for WMG's global distribution team. Leading a team of support engineers, ensuring high - quality customer service, and optimizing support processes.
About the role
- Level 2 Technical Support Engineer troubleshooting and resolving customer issues related to Foxit software products. Handling escalated cases and supporting application updates while maintaining quality communication.
Responsibilities
- Troubleshooting technical issues and resolving escalated customer cases
- Diagnosing and repairing faults using structured, systematic investigation
- Installing and configuring software in customer environments
- Speaking with customers to quickly identify root cause and define next steps
- Providing timely, accurate updates and setting clear expectations throughout the case
- Walking customers through resolution actions step-by-step (written and verbal)
- Following up to confirm resolution and ensure customer confidence
- Supporting rollouts of new applications, features, or product updates
- Creating and maintaining procedural documentation and support guidance
- Managing multiple active cases simultaneously while prioritizing effectively
- Testing and evaluating new technologies and product changes to improve support outcomes
Requirements
- Proficiency across common operating systems: Windows, macOS, and Linux
- Ability to identify and resolve technical issues using a clear troubleshooting methodology
- Experience providing remote assistance to end users and enterprise customers
- Familiarity with remote desktop/support tools
- Strong working knowledge of ticketing systems for tracking, documenting, and resolving issues
- Ability to prioritize workload and manage multiple support tickets/cases concurrently
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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