Lead, Technical Product Support & Engineering Lead-BK

About the role

As the Lead for Technical Product Support and Engineering at Atlas, you will play a role in bridging the gap between our innovative engineering teams and our valued customers. This position is designed for a seasoned professional who can lead technical support initiatives while also driving engineering solutions that enhance product performance. You will be responsible for managing a team of support engineers, ensuring that customer issues are resolved efficiently while also contributing to product development strategies. This role requires a blend of technical expertise, leadership skills, and a deep understanding of customer needs.

Key facts

What you'll do

• Lead a team of technical support engineers, providing guidance and mentorship to ensure high-quality customer service and technical resolution.
• Collaborate with cross-functional teams, including product management and engineering, to identify and resolve product issues, ensuring a customer experience.
• Develop and implement support processes and best practices that enhance the efficiency and effectiveness of the support team.
• Analyze customer feedback and support metrics to identify trends and areas for improvement in product functionality and support services.
• Act as the primary point of contact for escalated technical issues, working closely with engineering teams to troubleshoot and resolve complex problems.
• Create and maintain comprehensive documentation for support processes, product features, and troubleshooting guides to empower both customers and support staff.
• Conduct regular training sessions for the support team to keep them updated on product changes, new features, and best practices in customer service.
• Participate in product development meetings to provide insights from the support perspective, ensuring that customer needs are prioritized in product enhancements.
• Manage customer relationships, ensuring that they receive timely updates on their issues and that their feedback is incorporated into product development cycles.
• Monitor and report on key performance indicators (KPIs) for the support team, using data to drive continuous improvement initiatives.
• Foster a culture of collaboration and innovation within the support team, encouraging team members to share ideas and solutions.
• Stay current with industry trends and emerging technologies to ensure that Atlas remains at the forefront of technical support and product development.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field.
• A minimum of 5 years of experience in technical support, engineering, or a related role, with at least 2 years in a leadership position.
• Strong understanding of software development processes and methodologies, including Agile and DevOps practices.
• Excellent problem-solving skills with the ability to analyze complex technical issues and develop effective solutions.
• Proven experience in managing and mentoring a team, with a focus on performance improvement and professional development.
• Exceptional communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders.
• Familiarity with customer relationship management (CRM) tools and support ticketing systems.
• Ability to work collaboratively in a fast-paced environment and manage multiple priorities effectively.

Nice to have

• Experience in a SaaS environment or with cloud-based technologies.
• Knowledge of programming languages such as Python, Java, or JavaScript.
• Familiarity with data analysis tools and techniques to assess support metrics and customer feedback.
• Previous experience in product management or product development roles.

Skills & tools

• Proficient in using support and ticketing systems such as Zendesk, Jira, or similar platforms.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Familiarity with software development tools and environments, including version control systems like Git.
• Knowledge of network protocols and troubleshooting techniques for software applications.

Practical notes

• This position is based in Bengaluru, Karnataka, and may require occasional travel for team meetings or customer engagements.
• Candidates should be prepared to demonstrate their technical knowledge and leadership capabilities during the interview process.
• Atlas values diversity and encourages applicants from all backgrounds to apply.

META

Company: Atlas

Title: Lead, Technical Product Support & Engineering Lead-BK

Listed

location: Bengaluru, Karnataka

Job type: India

Salaried

Apply URL: https://atlas.bamboohr.com/careers/598

Tags: Support, Engineering

About the company

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