Software Tech Support Engineer Lead
About the Role
You will lead and mentor a team of technical support engineers, provide hands-on technical guidance, and participate in coding and system design. You will coordinate with internal teams and third parties, manage customer communications, troubleshoot and diagnose software problems, document issues, create and deliver training, maintain SLAs, use monitoring and logging tools, and join an on-call rotation when needed. You will communicate with customers and stakeholders in English and Spanish.
Requirements
- Proven experience leading teams and delivering results
- Ability to balance priorities in a fast-paced environment
- Experience with SOA SOAP XML JSON messaging and REST architecture
- Experience supporting iOS and Android mobile platforms
- 5+ years experience in customer service for software products and services
- Experience working in a service provider environment
- Excellent oral written and interpersonal communication skills
- Experience serving as a liaison between technical and non-technical stakeholders
- On-hand experience with monitoring and logging tools like New Relic Loki Grafana
- Bilingual Spanish and English highly preferred
- Able to accept constructive feedback
- Passion for cryptocurrency DeFi and blockchain
Responsibilities
- Lead a team of technical support engineers
- Provide technical guidance and mentorship
- Coordinate service delivery with internal teams and third parties
- Manage customer communications and troubleshooting
- Monitor team performance and reassign duties as needed
- Support Service Delivery Management with timely information
- Ensure SLAs are met
- Analyze troubleshoot and diagnose customer software problems
- Document issues errors and user questions
- Create training materials and deliver training sessions
- Participate in hands-on coding and system design
- Follow on-call schedule and respond when needed
- Support mobile platforms including iOS and Android
- Use monitoring and logging tools such as New Relic Loki and Grafana
Benefits
- Relocation package provided
- Unlimited paid time off
- Computer equipment and workplace furniture to suit your needs
- $2500 per year for learning and development