Support Team Lead - (Sidra Data Platform) at Plain Concepts | Torre

Support Team Lead - (Sidra Data Platform)

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Full-time

USD75.4K - 100K/year

~COP150M - 200M/year

+ Equity

+ Bonuses

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Remote (anywhere)
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Posted almost 3 years ago

Requirements and responsibilities


Sidra Data Platform is a full end to end big data platform and data lake platform built on Azure PaaS technologies. We are looking for an experienced Support Team Lead to manage our technical support team and provide effective guidance to our support engineers, partners, and end customers. The ideal candidate will have proven work experience as a Support Manager or Technical Team Lead, hands-on experience with Microsoft Azure, and excellent communication skills in both Spanish and English. The role will involve improving support processes, building automations and templates on our ticketing platform, and working with the product team to design escalation routes and provide product feedback. The Support Team Lead will also oversee the performance of the technical support team, implement onboarding processes for new team members, and interact with partners to build extended support networks and services. Responsibilities: - Ensure customer satisfaction by providing excellent service to users - Improve support processes and workflows - Build automations and templates on the ticketing platform - Work with the product team to design escalation routes and provide product feedback - Build and own service metrics and present them to the leadership team - Oversee the performance of the technical support team - Implement onboarding processes for new team members - Interact with partners to build extended support networks and services
Optionally, you can add more information later (benefits, pre-screening questions, etc.)
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