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Lead Support Engineer
Skills
Cloud ComputingJavaAmazon Web ServicesTeam ManagementTechnical Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- College degree or equivalent work experience
- 6+ years providing system support in a technical environment with customers
- 6+ years in troubleshooting and issue resolution for projects or customers
- Strong customer management and communication skills
- Ability to motivate and coach team members
- Strong decision making and prioritization skills under pressure
- Understanding of software maintenance release lifecycle
- Strong analysis design and solutioning skills
- Proficiency in English both written and verbal
- AWS certification preferred
Nice to have
- Interpersonal skills
- Customer focused
- Analytical mindset
- Calm under pressure
- Team motivator
Day to day
- Lead a customer support team to deliver fast and effective post-production assistance
- Monitor issues, manage escalations, and drive root cause analysis to restore service with minimal disruption
- Work closely with customers and internal teams to communicate status, improve runbooks, and support SLA commitments
- Coach team members, review performance goals, and help improve cloud operations quality and customer outcomes