Senior Support Engineer dealing with complex technical inquiries while supporting the 2nd Level Support at Delegate Technology. Collaborating closely with the Core Products Team and analyzing system behavior.
About the role
- 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.
Responsibilities
- Establish and continuously refine support processes, with clearly defined and enforced SLAs to ensure timely resolution of support requests. strategic enabler of the business.
- Lead, mentor, and support a team of technical support specialists
- Assign and prioritize support tickets to meet SLAs and business needs
- Conduct performance reviews, coaching, and training initiatives
- Foster a customer-first, collaborative team culture
- Understand the user journey and product features in depth and gain knowledge of the dependent systems (upstreams/downstreams) of the product and the contact points
- Basic technical understanding of web applications to be able to perform first level of analysis using logs, APIs and browser inspect tools
- Run approved and documented scripts/utilities/APIs
- Build and manage Knowledge Base (KB) articles and provide inputs to the product/engineering teams for any recurring asks/issues
- Act as a first level of escalation and assign/escalate issues to engineering on-calls for resolution
- Work closely with Ops, Business, Engineering and Product teams on issue resolution
- Communicate trends, risks, and customer feedback to stakeholders
- Willingness to work in timezone overlapping India, Europe and US (12 PM to 9 PM IST OR 1 PM to 10 PM IST)
Requirements
- Bachelor’s degree in Computer Science, Information Technology or related field (or equivalent experience)
- 6-9 years of experience in product technical support supporting cloud-based or SaaS applications
- Prior experience in a senior, lead, or supervisory support role
- Experience mentoring, coaching, or training support team members
- Strong experience with ticketing and support tools (e.g., ServiceNow, Jira)
- Effective communicator who can bridge technical and non-technical discussions
- Comfortable collaborating in distributed teams across multiple time zones
Benefits
- WMG is committed to inclusion and diversity in all aspects of our business.
- We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other characteristic protected by applicable federal, state or local law.
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