Job Description

Seeking a highly motivated and energetic candidate for the position of Technical Support Lead. Has the ability to work in a fast-paced environment, under pressure, remaining flexible, proactive, resourceful and efficient. Reporting to Product Manager, this role should act as Technical PO with outsourced development team in mid-term to help build a separate support team in long-term. This team should help customers to use APIs, troubleshoot product problems and maintain the product as well. Our product is set of APIs, so our customers are developers! We need a person to build a team to support developers, right after customers’ onboarding to operational support. What You’ll Be Doing: - Creation, developing, leading, mentoring and auditing the Technical Support Team. - Design and agree customers’ onboarding and support processes with all stakeholders. - Act as the technical liaison with outsourced dev-team. - Understand customer requirements and business opportunities. - Act as a single point of contact and be the advocate between cross-functional groups. - Responsible for First and 2nd Layer of Technical Support. - Track goals and metrics to measure the effectiveness after release; monitor & report on progress to stakeholders - Perform product new tool integrations and run satisfactorily product SLA.