Lead, Technical Product Support & Engineering Lead-Ext

AtlasIndiaIndia - Salaried

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Job description

About the role

As the Lead for Technical Product Support and Engineering at Atlas, you will play a pivotal role in bridging the gap between our engineering teams and customer support. This position requires a dynamic individual who can lead a team dedicated to providing exceptional technical assistance while also driving product improvements based on user feedback. You will be responsible for overseeing the support operations, ensuring that our clients receive timely and effective solutions to their technical issues. Your leadership will help shape the future of our product offerings, making them more user-friendly and efficient.

Key facts

Location: India

Engagement: India - Salaried

What you'll do

Lead a team of technical support engineers, providing mentorship and guidance to enhance their skills and performance.
Develop and implement support processes that improve response times and customer satisfaction metrics.
Collaborate closely with product development teams to relay customer feedback and technical issues, ensuring that product enhancements align with user needs.
Analyze support ticket trends and root causes to identify areas for product improvement and to develop proactive solutions.
Establish and maintain documentation for troubleshooting procedures, FAQs, and best practices to empower both the support team and customers.
Conduct regular training sessions for the support team to keep them updated on product features, troubleshooting techniques, and customer service skills.
Act as the primary point of contact for escalated technical issues, ensuring swift resolution and maintaining high levels of customer trust.
Work with cross-functional teams to ensure seamless integration of support tools and systems, enhancing overall operational efficiency.
Monitor key performance indicators (KPIs) related to support operations and report on performance metrics to senior management.
Foster a culture of continuous improvement within the support team, encouraging innovative solutions and proactive problem-solving.
Engage with customers directly to understand their experiences, gather feedback, and build relationships that enhance customer loyalty.
Participate in product launch activities to ensure that support teams are prepared to assist customers with new features and updates.

Requirements

Bachelor's degree in Computer Science, Engineering, or a related field.
A minimum of 5 years of experience in technical support or engineering roles, with at least 2 years in a leadership position.
Strong understanding of software development processes and methodologies, particularly Agile and DevOps.
Proven experience in managing support teams and improving operational efficiency.
Excellent problem-solving skills with a focus on customer satisfaction.
Exceptional communication skills, both verbal and written, with the ability to convey complex technical concepts to non-technical audiences.
Familiarity with support ticketing systems and customer relationship management (CRM) tools.
Ability to work collaboratively in a fast-paced, dynamic environment.
Strong analytical skills to assess performance metrics and implement data-driven improvements.

Nice to have

Experience in the tech industry, particularly in SaaS or cloud-based solutions.
Familiarity with programming languages such as Python, Java, or JavaScript.
Knowledge of ITIL or other service management frameworks.
Previous experience in a customer-facing role, enhancing customer engagement strategies.
Understanding of user experience (UX) principles and how they relate to product support.

Skills & tools

Proficiency in using support tools such as Zendesk, Jira, or similar platforms.
Familiarity with collaboration tools like Slack, Microsoft Teams, or Asana.
Strong analytical tools knowledge, including Excel or data visualization software.
Ability to quickly learn new software and technologies as they are introduced.

Practical notes

This position is based in Bengaluru, Karnataka, and is a salaried role within the company.
The salary for this position is competitive and commensurate with experience.
Candidates must be eligible to work in India and may need to provide documentation for visa purposes if applicable.
The role may require occasional travel for team meetings or customer engagements.
Atlas is committed to fostering a diverse and inclusive workplace; we encourage applications from individuals of all backgrounds.

About the company

We help visionary entrepreneurs secure extraordinary domain names to power their brands to success.