1 Lead Technical Support Engineer Cloud Services jobs in whatjobs
Lead Technical Support Engineer, Cloud Services
Posted 24 days ago
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Job Description
Our client, a rapidly expanding SaaS company revolutionizing customer relationship management, is seeking a highly skilled and experienced Lead Technical Support Engineer. This is a fully remote position, offering flexibility and the opportunity to join a forward-thinking organization. You will be responsible for leading a team of support specialists, ensuring timely and effective resolution of complex technical issues for our global customer base. The ideal candidate possesses deep expertise in cloud-based platforms, strong troubleshooting skills, and exceptional leadership qualities.
As the Lead Technical Support Engineer, your responsibilities will include managing the day-to-day operations of the technical support team, prioritizing and assigning incoming support tickets, and ensuring adherence to service level agreements (SLAs). You will act as an escalation point for challenging technical problems, conducting in-depth analysis and providing clear, concise solutions. This role requires a proactive approach to identifying recurring issues, developing documentation, and contributing to the knowledge base to empower both customers and internal teams. You will also be involved in training and mentoring junior support staff, fostering a culture of continuous learning and service excellence.
The successful candidate will demonstrate a strong understanding of cloud infrastructure (e.g., AWS, Azure, GCP), networking concepts, and common SaaS application architectures. Excellent communication skills are paramount, as you will be interacting with customers via email, phone, and chat, as well as collaborating with engineering and product teams to drive product improvements. We are looking for a results-oriented individual who can thrive in a fast-paced, remote environment, effectively manage their time, and maintain a high level of customer satisfaction. Your ability to diagnose and resolve complex software and hardware-related issues will be key to your success. You will play a vital role in maintaining customer loyalty and contributing to the overall success of the company.
Location : Nairobi, Nairobi, KE (Fully Remote)
Qualifications:
As the Lead Technical Support Engineer, your responsibilities will include managing the day-to-day operations of the technical support team, prioritizing and assigning incoming support tickets, and ensuring adherence to service level agreements (SLAs). You will act as an escalation point for challenging technical problems, conducting in-depth analysis and providing clear, concise solutions. This role requires a proactive approach to identifying recurring issues, developing documentation, and contributing to the knowledge base to empower both customers and internal teams. You will also be involved in training and mentoring junior support staff, fostering a culture of continuous learning and service excellence.
The successful candidate will demonstrate a strong understanding of cloud infrastructure (e.g., AWS, Azure, GCP), networking concepts, and common SaaS application architectures. Excellent communication skills are paramount, as you will be interacting with customers via email, phone, and chat, as well as collaborating with engineering and product teams to drive product improvements. We are looking for a results-oriented individual who can thrive in a fast-paced, remote environment, effectively manage their time, and maintain a high level of customer satisfaction. Your ability to diagnose and resolve complex software and hardware-related issues will be key to your success. You will play a vital role in maintaining customer loyalty and contributing to the overall success of the company.
Location : Nairobi, Nairobi, KE (Fully Remote)
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 6 years of experience in technical support, with at least 2 years in a lead or supervisory role.
- Proven expertise in supporting cloud-based applications and platforms (SaaS).
- Strong knowledge of operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, HTTP), and database concepts.
- Experience with CRM systems and ticketing software (e.g., Zendesk, Salesforce Service Cloud).
- Excellent troubleshooting, analytical, and problem-solving skills.
- Exceptional written and verbal communication skills.
- Ability to manage and mentor a remote support team effectively.
- Customer-focused mindset with a passion for delivering outstanding service.
- Experience with scripting or programming languages is a plus.
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