For a well established Start up based in Tel Aviv we are looking for a Technical Support team lead for our Tier 2/3 support team. This role requires a dynamic individual with a strong technical background and excellent leadership skills to oversee a global support operations, mentor team members, and ensure high-quality technical assistance to our clients. The ideal candidate will possess a blend of technical expertise and a commitment to customer satisfaction, facilitating the resolution of complex technical issues while fostering a collaborative team environment. Responsibilities:
* Lead and mentor a team of Tier 2/3 Technical Support specialists to deliver high-quality customer service and technical assistance, globally.
* Oversee the troubleshooting and resolution of complex technical issues escalated from Engineering team or Customers including architectural issues.
* Develop and maintain support documentation, knowledge base articles, and training materials.
* Monitor team performance metrics and provide regular feedback to improve team efficiency and customer satisfaction.
* Act as a liaison between Technical Support and other departments, ensuring effective communication and collaboration on technical issues.
* Facilitate ongoing training and development for team members to enhance their technical skills and knowledge.
* Assist in the identification of trends in technical issues and recommend improvements to products or services. Hybrid work: 2 days at the office/3 from home. willing to work US hours. close to the train station.
Requirements: * Minimum of 5 years of experience in Technical Support or IT-related roles, in a global environment, including vast knowledge with Kubernetes, cloud, Big Data domains with high scale products.
* At least 2 years of experience in a leadership or supervisory role within a global Technical Support environment.
* Strong knowledge of operating systems, networks, and software applications.
* Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
* Proficient in customer service principles with a strong focus on client satisfaction.
* Effective communication and interpersonal skills to lead and motivate a global team.
* Experience with ticketing systems and remote support tools.
This position is open to all candidates.