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Technical Customer Support Team Leader

Position #4105 Customer SupportUSA
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Job description

Quali, a leader in DevOps Automation and Cloud Sandboxing, is looking for a skilled and experienced professional & team player to lead our North America support activities. As a key member of the support organization the successful candidate will play a significant role in our company's and our customer's success.

Candidates should have extensive customer-facing experience, excellent written and verbal communication skills, and a firm grasp of Cloud, Networking and Operating System technologies. Familiarity with programming languages and practices is a key advantage.

Responsibilities:

  • Leading our North America Customer Support team, working from North America office in Santa Clara, CA.
  • Taking ownership of technical issues and driving to successful resolution with high customer satisfaction.
  • Managing technical and business escalations and working with our engineering group to resolve complex issues.
  • Documenting troubleshooting and problem resolution steps and publishing Knowledge Base articles.
  • Managing the company's  Zendesk-based customer service portal.

Requirements:

  • A minimum of 5 years in technical customer support, with a minimum of 2 years of experience as a team leader.
  • Excellent troubleshooting skills.
  • Experience with cloud technologies (e.g. Virtualization, Networking, Storage, etc.).
  • Familiarity with DevOps methodologies and best practices - significant advantage.
  • Experience with various programming languages and technologies (.Net, Python, Java) - significant advantage.
  • Ability to work outside of normal working hours when required.
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