2 Technical Support Lead Cloud Infrastructure jobs in whatjobs
Technical Support Lead - Cloud Infrastructure
Posted 11 days ago
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Job Description
Our client is searching for an experienced and proactive Technical Support Lead to manage their remote customer service and helpdesk operations, specifically focusing on cloud infrastructure issues. This role is critical in ensuring seamless technical assistance for their global clientele. You will lead a team of technical support specialists, providing guidance, training, and performance management. Your primary responsibilities will include overseeing ticket management systems, resolving complex technical issues related to cloud services (AWS, Azure, GCP), networking, and server infrastructure, and developing and documenting troubleshooting procedures. The ideal candidate will possess extensive knowledge of cloud computing concepts, operating systems (Linux/Windows), networking protocols, and common IT security practices. You should have a proven ability to diagnose and resolve intricate technical problems efficiently and effectively. Strong leadership, communication, and customer service skills are paramount, as you will be the primary point of contact for escalated issues and will be responsible for maintaining high levels of customer satisfaction. This position is fully remote, demanding excellent organizational skills, self-motivation, and the ability to collaborate effectively within a virtual team. You will be instrumental in improving support processes, identifying trends in customer issues, and contributing to the knowledge base. A passion for technology, continuous learning, and problem-solving in a dynamic cloud environment is essential. If you are a driven technical support professional with leadership experience and a desire to excel in a fully remote role, we encourage you to apply. This role, while remote, supports operations that are vital to our client's presence in the region of Thika, Kiambu, KE .
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Technical Support Lead - Cloud Infrastructure
Posted 6 days ago
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Job Description
Our client is seeking a motivated and experienced Technical Support Lead to manage their remote customer support operations. This is a fully remote position, allowing you to lead a team and resolve complex technical issues from anywhere. You will be responsible for overseeing the day-to-day operations of the helpdesk, ensuring timely and effective resolution of customer inquiries, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong background in IT support, excellent leadership qualities, and a deep understanding of cloud infrastructure, operating systems, and networking principles. You will mentor and guide the support team, develop support processes, and collaborate with engineering and product teams to address recurring issues and improve product stability. This role requires exceptional problem-solving skills, strong communication abilities, and the capacity to manage multiple priorities in a fast-paced environment. Key responsibilities include: managing and scheduling the technical support team, providing Tier 2/3 technical support for complex issues, developing and maintaining knowledge base articles and troubleshooting guides, monitoring support ticket queues and ensuring SLA adherence, identifying trends in customer issues and recommending solutions, conducting training for support staff, and reporting on support metrics and performance. This remote role demands excellent organizational skills, the ability to motivate a distributed team, and a proactive approach to customer service. You will be a critical point of contact for escalated issues and a champion for customer success. We are looking for a leader who is passionate about technology and dedicated to providing exceptional customer experiences. If you are an experienced technical support professional ready to lead a remote team and contribute to a growing company, we invite you to apply. This role supports our client's user base and technical infrastructure related to **Ruiru, Kiambu, KE**.
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