Lead Technical Support Engineer

Our client is seeking a highly skilled and customer-focused Lead Technical Support Engineer to manage and mentor a team of support specialists. This role is pivotal in ensuring exceptional technical assistance and rapid resolution of complex customer issues.

You will be responsible for troubleshooting advanced technical problems, developing support documentation, and driving improvements in support processes and tools. The ideal candidate possesses strong analytical skills, a deep technical understanding of our product suite, and excellent leadership qualities.

This is an excellent opportunity to contribute to customer satisfaction and product excellence in Philadelphia, Pennsylvania, US.

Key Responsibilities

• Leading, mentoring, and coaching a team of technical support engineers to deliver outstanding customer service.
• Providing Tier 3 technical support for complex customer issues, acting as an escalation point for challenging problems.
• Diagnosing, troubleshooting, and resolving hardware, software, and network issues for clients.
• Developing and maintaining comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Analyzing support trends and identifying root causes of recurring issues to drive product improvements.
• Collaborating with engineering and product development teams to report bugs and suggest feature enhancements.
• Defining and monitoring key performance indicators (KPIs) for the support team, ensuring service level agreements (SLAs) are met.
• Training new support staff and conducting ongoing training sessions on product updates and new technologies.
• Implementing and optimizing support processes and workflows to enhance efficiency and customer experience.
• Acting as a customer advocate, ensuring their technical needs are met and their satisfaction is maintained.

Qualifications

• Education: A Bachelor's degree in Computer Science, Information Technology, or a related field is required.
• Experience: A minimum of 5 years of experience in technical support or helpdesk roles, with at least 2 years in a lead or supervisory capacity, is essential.
• Technical Skills: Proven expertise in troubleshooting complex technical issues across operating systems, networks, and software applications.
• IT Knowledge: Strong understanding of IT infrastructure and cybersecurity principles.
• Communication Skills: Excellent communication, interpersonal, and problem-solving skills are critical.
• Tools: Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is necessary.
• Certifications: Industry certifications (e.g., CompTIA A+, Network+, CCNA) are a plus.
• Other Skills: Ability to work under pressure and manage multiple priorities effectively.