17 Lead Customer Support Engineer jobs in whatjobs
Job Description
Our client is seeking an experienced and empathetic Lead Customer Support Engineer to provide exceptional technical assistance and support to their valued customers. This is a fully remote role, allowing you to contribute to customer success from the comfort of your home office. You will be responsible for diagnosing and resolving complex technical issues, guiding customers through product usage, and ensuring a seamless support experience. As a lead, you will also play a crucial role in mentoring junior support team members, developing support documentation, and identifying areas for service improvement. The ideal candidate possesses strong analytical skills, excellent communication abilities, and a deep understanding of technical troubleshooting. Key Responsibilities:
- Providing high-level technical support to customers via phone, email, and chat, resolving complex issues efficiently and effectively.
- Diagnosing and troubleshooting software and hardware problems, escalating issues to engineering teams when necessary.
- Guiding customers through product setup, installation, and usage.
- Developing and maintaining a knowledge base of common issues and their resolutions.
- Mentoring and training junior customer support representatives, sharing best practices and technical expertise.
- Analyzing customer feedback and support trends to identify opportunities for product and service enhancements.
- Creating and updating technical documentation, FAQs, and user guides.
- Collaborating with product development and engineering teams to address recurring technical challenges.
- Ensuring customer satisfaction by providing timely, accurate, and professional support.
- Participating in on-call rotation for urgent customer issues.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
- Minimum of 4 years of experience in a customer support or technical support role, with at least 1 year in a lead or senior capacity.
- Proven ability to troubleshoot and resolve complex technical issues across various platforms.
- Strong understanding of (relevant technologies, e.g., operating systems, networking, software applications).
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with helpdesk ticketing systems (e.g., Zendesk, Jira Service Desk).
- Ability to work independently and manage priorities effectively in a remote setting.
- Problem-solving aptitude and a customer-centric approach.
- Team player with strong leadership potential.
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Lead Customer Support Engineer
Posted 19 days ago
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Job Description
Our client is seeking a highly skilled and experienced Lead Customer Support Engineer to join their globally distributed, remote-first team. This role is crucial for maintaining exceptional levels of customer satisfaction by providing expert technical assistance and support for our client's innovative product suite. You will be the primary point of contact for complex technical inquiries, guiding customers through troubleshooting processes, and ensuring timely resolution of issues. Your responsibilities will include diagnosing and resolving software and hardware problems, escalating critical issues to engineering teams when necessary, and contributing to the development of knowledge base articles and support documentation. This position demands a deep understanding of the company's products and services, coupled with strong analytical and problem-solving abilities. You will also play a key role in training and mentoring junior support staff, fostering a culture of excellence and continuous learning within the support team. Proactive engagement with customers to identify potential issues before they arise, and the ability to translate complex technical information into clear, concise explanations for a diverse audience, are essential. This role requires a highly organized individual with excellent time management skills, capable of managing multiple priorities in a dynamic remote work environment. You will collaborate closely with product management and engineering to provide feedback on product usability and identify areas for improvement. The successful candidate will possess excellent communication skills, both written and verbal, and a genuine passion for helping customers succeed. This role is based in Bungoma, Bungoma, KE , but is performed entirely remotely, offering a flexible and independent work experience. We are looking for a self-starter with a proven ability to work effectively under pressure and deliver outstanding customer experiences. Experience with ticketing systems, CRM software, and remote support tools is a prerequisite. The ideal candidate will have a strong technical aptitude and a customer-centric mindset, committed to exceeding expectations. Your contribution will be vital in building and maintaining strong customer relationships and ensuring the long-term success of our client's offerings. The ability to adapt to new technologies and methodologies quickly is also important.
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1
Lead Customer Support Engineer
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Lead Customer Support Engineer for a fully remote position, supporting our operations in **Malindi, Kilifi, KE**. This role is pivotal in providing advanced technical assistance, resolving complex customer issues, and leading a team of support engineers to ensure exceptional customer satisfaction. The ideal candidate will possess a deep understanding of our client's products and services, combined with strong troubleshooting and problem-solving abilities. You will be responsible for managing escalated support tickets, mentoring junior support staff, developing support documentation, and contributing to the continuous improvement of support processes. Key responsibilities include diagnosing and resolving technical issues, communicating effectively with customers via various channels (phone, email, chat), collaborating with engineering and product teams to address bugs and feature requests, and tracking support metrics. This position demands excellent communication, analytical, and leadership skills. As a remote employee, you must demonstrate strong self-discipline, time management, and the ability to work effectively within a virtual team environment. We are looking for a proactive and empathetic individual dedicated to delivering outstanding customer experiences. A background in a technical support role, with proven experience in leading a team and managing customer escalations, is essential. If you are a technical expert passionate about customer service and thrive in a remote, client-facing role, we encourage you to apply.
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2
Lead Customer Support Engineer
Posted 19 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology firm, is seeking a highly skilled and experienced Lead Customer Support Engineer to head their remote support operations. In this fully remote role, you will be the primary point of contact for complex technical issues, leading a team of support engineers to ensure exceptional customer satisfaction. You will be responsible for diagnosing and resolving advanced technical problems, escalating issues when necessary, and providing clear, concise communication to clients. The ideal candidate will possess a strong background in technical support, customer service, and a deep understanding of software or hardware products relevant to our industry. Your expertise in troubleshooting, problem-solving, and customer relationship management will be critical. You will also play a key role in developing and improving support processes, creating knowledge base articles, and training junior support staff. Excellent communication, active listening, and empathy skills are paramount, as is the ability to manage multiple priorities in a fast-paced environment. Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is essential. We are looking for a proactive leader who can inspire their team, identify trends in customer issues, and provide valuable feedback to product development teams. This is an excellent opportunity to take on a leadership role in a dynamic, remote-first company and make a significant impact on our customer experience. Your technical prowess and dedication to customer success will be highly valued.
This advertiser has chosen not to accept applicants from your region.
3
Job Description
Our client is seeking a highly skilled and experienced Lead Customer Support Engineer to join their fully remote, customer-centric team. This position is crucial for ensuring our clients receive exceptional technical support and rapid resolution to their inquiries. You will be responsible for leading a team of support engineers, managing escalated customer issues, and contributing directly to complex troubleshooting efforts. Your expertise will be vital in diagnosing and resolving advanced technical problems related to (mention a general software/hardware domain, e.g., complex software platforms, networked hardware solutions, enterprise IT infrastructure). This role requires a deep understanding of the client's product suite and the ability to articulate technical solutions clearly and concisely. You will work closely with development and product management teams to provide valuable customer feedback, identify product enhancement opportunities, and advocate for customer needs. Developing and maintaining comprehensive support documentation, knowledge base articles, and training materials will be a key responsibility. The ideal candidate will possess outstanding analytical and problem-solving skills, combined with excellent communication and leadership abilities. As a remote-first position, you must demonstrate strong self-motivation, excellent time management, and the capacity to collaborate effectively with a distributed team. You will serve as a technical escalation point, ensuring customer satisfaction and fostering long-term relationships through superior support.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead and mentor a team of customer support engineers.
- Manage and resolve escalated technical support issues.
- Provide advanced troubleshooting for complex customer problems.
- Develop and maintain technical documentation, knowledge base articles, and training resources.
- Collaborate with Product and Development teams to address customer feedback and bugs.
- Act as a technical point of contact for key clients.
- Analyze support trends to identify areas for service and product improvement.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction goals.
- Contribute to the continuous improvement of support processes and tools.
- Onboard and train new support team members.
Qualifications:
- Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent experience.
- Minimum of 6 years of experience in technical support, customer engineering, or a related role.
- Proven experience in leading technical support teams or projects.
- In-depth knowledge of (mention specific technologies relevant to the fictional product, e.g., cloud computing, database management, network protocols).
- Strong diagnostic and problem-solving skills with a keen attention to detail.
- Excellent communication, interpersonal, and presentation skills.
- Ability to manage multiple priorities and work effectively under pressure.
- Proficiency in using CRM and support ticketing systems.
- Experience in a remote work environment is essential.
- Certifications in relevant technologies are a plus.
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4
Lead Customer Support Engineer
Posted 17 days ago
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Job Description
Our client is seeking a highly skilled and experienced Lead Customer Support Engineer to manage and elevate their customer support operations. This is a fully remote position, allowing you to deliver exceptional service from anywhere in Kenya. You will lead a team of support professionals, ensuring prompt and effective resolution of customer inquiries and technical issues. The ideal candidate possesses strong technical acumen, outstanding communication skills, and a passion for delivering a superior customer experience. You will be responsible for developing support strategies, training the team, and acting as a point of escalation for complex problems.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of customer support representatives, fostering a positive and high-performance culture.
- Oversee the daily operations of the customer support function, ensuring efficient ticket management and timely issue resolution.
- Develop and implement best practices and procedures for customer support to enhance service quality and customer satisfaction.
- Act as the primary point of escalation for complex technical issues and customer complaints.
- Train and onboard new support staff, ensuring they have the necessary skills and knowledge.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores, and implement strategies for improvement.
- Collaborate with product and engineering teams to identify recurring issues and provide feedback for product enhancements.
- Maintain and update the knowledge base with solutions to common problems and FAQs.
- Ensure accurate and thorough documentation of all customer interactions and technical issues.
- Proactively identify opportunities to improve the customer support experience.
- Manage customer support tools and platforms, ensuring they are optimized for efficiency.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer support or technical support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing and motivating a remote support team.
- Strong technical aptitude and ability to troubleshoot complex software or hardware issues.
- Excellent communication, interpersonal, and problem-solving skills.
- Familiarity with CRM software and helpdesk ticketing systems (e.g., Zendesk, HubSpot, Salesforce Service Cloud).
- Experience developing support documentation and knowledge bases.
- Ability to work flexible hours to cover different time zones or urgent issues, if necessary.
- A passion for customer service and a commitment to exceeding expectations.
- Proficiency in English; other Kenyan languages are an added advantage.
This advertiser has chosen not to accept applicants from your region.
5
Lead Customer Support Engineer
Posted 11 days ago
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Job Description
Our client is actively recruiting a Lead Customer Support Engineer for a fully remote position. This role is central to ensuring exceptional customer satisfaction by leading a team of support professionals and resolving complex technical issues. As the Lead Customer Support Engineer, you will be responsible for managing incoming support tickets, troubleshooting software and hardware problems, and providing timely and effective solutions to our diverse customer base. You will develop and maintain comprehensive knowledge base articles, FAQs, and training materials to empower both customers and the support team. This role demands a blend of technical expertise, strong communication skills, and leadership capabilities. You will mentor junior support staff, conduct regular performance reviews, and implement best practices to enhance team efficiency and customer service quality. Your ability to analyze support trends, identify recurring issues, and collaborate with product development teams to drive product improvements will be highly valued. This is an excellent opportunity for an experienced customer support professional to take on a leadership role within a growing organization, all while enjoying the benefits of a remote work environment. You will be expected to champion customer advocacy, ensuring that customer feedback is effectively channeled to relevant departments. The successful candidate will possess a deep understanding of ticketing systems, CRM software, and remote support tools. Strong problem-solving skills, patience, and a customer-centric mindset are paramount. This position requires you to be a proactive communicator, capable of explaining technical concepts clearly and concisely to non-technical audiences. Join our client's mission to deliver outstanding support and build lasting customer relationships. This is a fully remote role, allowing you to excel from **Kisumu, Kisumu, KE**, or any other suitable location. If you are passionate about customer success and possess the technical and leadership skills to excel, apply today.
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6
Lead Customer Support Engineer
Posted 18 days ago
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Job Description
Our client is seeking a highly motivated and technically adept Lead Customer Support Engineer to join their global, fully remote support team. This is a critical role responsible for overseeing day-to-day operations of the customer support function, ensuring exceptional service delivery and customer satisfaction. The Lead Customer Support Engineer will manage a team of support specialists, provide technical expertise, and act as a point of escalation for complex customer issues. You will be instrumental in developing and implementing best practices for customer support, enhancing support processes, and contributing to the knowledge base. This role requires a deep understanding of our client's products and services, coupled with excellent problem-solving and communication skills. You will work collaboratively with engineering, product, and sales teams to identify product improvements and resolve customer pain points. The ideal candidate will have a passion for customer advocacy and a proven track record of leading and mentoring support teams in a remote setting. This is a remote-first position, demanding strong organizational skills, self-motivation, and the ability to work effectively with minimal supervision. You will be expected to maintain high-quality support standards, drive continuous improvement, and contribute to a positive team culture. The ability to troubleshoot complex technical issues remotely and communicate solutions clearly to both technical and non-technical users is essential. This role offers an exciting opportunity to shape the customer support experience and contribute to the success of a rapidly growing technology company.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and mentor a team of remote customer support engineers, fostering a collaborative and high-performance environment.
- Provide expert technical assistance and troubleshooting for complex customer inquiries and issues.
- Develop and implement best practices for customer support processes and workflows.
- Act as a primary point of escalation for critical customer issues, ensuring timely and effective resolution.
- Contribute to and maintain the customer-facing knowledge base with accurate and comprehensive technical documentation.
- Collaborate with product and engineering teams to identify and resolve product defects and feature requests.
- Monitor support metrics and KPIs, identifying trends and areas for improvement.
- Train and onboard new support team members.
- Ensure customer satisfaction through proactive engagement and effective problem-solving.
- Champion customer needs and provide feedback to internal teams to drive product enhancements.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in a technical customer support or helpdesk role, with at least 2 years in a lead or supervisory capacity.
- Demonstrated experience supporting complex software or hardware products.
- Strong understanding of ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent troubleshooting and analytical skills.
- Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly.
- Proven ability to lead and motivate a remote team.
- Experience in a fast-paced, dynamic environment.
- Ability to manage multiple priorities and work independently.
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7
Lead Customer Support Engineer
Posted 17 days ago
Job Viewed
Job Description
Our client is searching for a motivated and experienced Lead Customer Support Engineer to manage and elevate their remote customer service operations. This role is critical in ensuring exceptional customer experiences through efficient and effective problem resolution and proactive support. You will be responsible for leading a team of remote support specialists, providing them with guidance, training, and performance management. Your duties will include overseeing the resolution of complex technical issues, developing support documentation and knowledge bases, and identifying trends in customer inquiries to drive product and service improvements. This position requires a deep understanding of customer service best practices, technical troubleshooting, and effective communication strategies tailored for a remote workforce. You will also play a key role in developing and implementing customer support policies and procedures to ensure consistency and quality across all interactions. The ideal candidate will have a proven ability to de-escalate challenging customer situations and a passion for delivering outstanding service. Strong analytical skills are essential for identifying root causes of recurring issues and recommending solutions. You will work closely with product development and engineering teams to relay customer feedback and advocate for necessary improvements. This is a fully remote position, demanding excellent self-management, strong organizational skills, and the ability to collaborate effectively within a virtual team environment. We seek an individual who is passionate about customer advocacy and possesses the leadership qualities to inspire and motivate a distributed support team. If you are adept at navigating technical challenges and dedicated to fostering customer loyalty, this is an excellent opportunity to make a significant impact. The role is based in **Kakamega, Kakamega, KE**, but operates on a fully remote basis, allowing for significant flexibility.
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8
Lead Customer Support Engineer
Posted 17 days ago
Job Viewed
Job Description
Our client is looking for a Lead Customer Support Engineer to join their team in **Meru, Meru, KE**. This role offers a hybrid work arrangement, allowing for a balance between remote work and in-office collaboration. As a Lead Customer Support Engineer, you will be the primary point of contact for customers facing technical issues, providing expert-level troubleshooting and resolution. You will be responsible for managing a caseload of complex support tickets, mentoring junior support staff, and contributing to the knowledge base with detailed solutions and best practices. Your role will involve deep dives into product functionalities, identifying bugs, and collaborating with the engineering team to drive product improvements. We are seeking individuals who possess exceptional problem-solving abilities, strong technical acumen, and a passion for delivering outstanding customer service. The ideal candidate will have a proven track record in technical support, customer service, or a related field, with a strong understanding of software applications and IT systems. You will play a crucial role in maintaining high levels of customer satisfaction and retention. Responsibilities include: providing timely and accurate technical support to customers via phone, email, and chat; diagnosing and resolving complex technical issues; documenting support interactions and solutions thoroughly; escalating unresolved issues to appropriate departments and following up to ensure resolution; developing and maintaining customer-facing documentation and FAQs; training and mentoring junior support team members; identifying trends in customer issues and providing feedback to product development teams; contributing to the continuous improvement of support processes and tools; ensuring all customer inquiries are handled professionally and efficiently; acting as a customer advocate within the company. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Minimum of 5 years of experience in a technical customer support role, with at least 2 years in a lead or supervisory capacity. Strong understanding of software troubleshooting, network protocols, and operating systems. Excellent communication, listening, and interpersonal skills. Ability to explain technical concepts clearly to non-technical users. Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud). Proven ability to manage and prioritize multiple tasks effectively. Customer-focused mindset with a commitment to delivering exceptional service. This position is based in **Meru, Meru, KE** and requires a hybrid work model.
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