Overview
As the L3 Support Team Lead, you will play a crucial role in overseeing and managing a team of L3 Support Engineers responsible for investigating and resolving complex technical issues related to our products. Your leadership will be instrumental in ensuring the efficiency and effectiveness of the L3 Support Engineer process, ultimately contributing to the timely resolution of customer issues and support requests. This role requires a combination of technical expertise, strong leadership skills, and effective collaboration with cross-functional teams.
Role Responsibilities
- Lead and manage a team of L3 Support Engineers across our suite of testing and security products, providing guidance, support, and mentorship.
- Foster a collaborative and results-driven team culture to ensure efficient issue resolution.
- Coordinate team activities to align with company priorities and objectives.
- Oversee the triage of support tickets received from Support.
- Collaborate with Support to gather and analyze bug reports, ensuring effective communication channels.
- Ensure the L3 team is verifying each issue and documenting steps to recreate issues promptly.
- Drive the team in investigating and determining the root cause of each issue, documenting findings and recommended code resolutions.
- Collaborate with Product Management for issue prioritization and with R&D for technical discussions.
- Ensure timely and responsive communication within the team and with relevant stakeholders.
- Represent the L3 team in live customer calls, demonstrating leadership in active troubleshooting activities.
- Ensure the L3 Engineer process is efficient, timely, and well-documented in the issue management system.
- Implement improvements to enhance the overall effectiveness of the L3 Engineer workflow.
- Review key performance metrics to measure the L3 team’s performance.
- Provide weekly status reports on team activities, including issue volumes and resolutions.
- Ensure accurate and up-to-date documentation of work, findings, and issue status in the relevant company system.
Required Skills and Experience
- Proven experience in a technical leadership role, managing a team of engineers
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving skills
- Strong knowledge of technical troubleshooting processes
- Working knowledge of Jira and Jira Service Management
- Working knowledge of Confluence or related Software
- Background in Agile Methodologies is desirable
- Past experience with Testing/QA and/or Security tools is desirable
- Strong ability to work independently and within a team
- Ability to multi-task across multiple products within different technology platforms
Skills
Job Details
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