Incode Technologies is hiring a
Senior Lead of Technical Support, Remote - Worldwide

Summary

The job is for a Senior Lead of Technical Support at Incode, a company specializing in identity solutions. The role involves creating infrastructure, overseeing day-to-day operations, and acting as a mentor for the technical support team. The tech stack includes Mobile (iOS, Android, hybrid - React, Xamarin, Flutter), API/Microservices, AWS/Azure.

Requirements

• Bachelor Degree or College Diploma in a relevant field preferred
• Previous experience in a leadership or management role, preferably in the Internet sector
• Excellent communication skills with a strong customer focus
• Bilingual: English and Spanish are required
• Strong project reporting skills, with a focus on interdepartmental communication
• Open to learn, develop, change, experiment, and have fun!

Responsibilities

• Create the infrastructure, team, processes, and vision for world-class 24/7 operations
• Oversee the day-to-day operations of the Technical Support Team
• Act as a senior agent who will drive customer satisfaction through customer support
• Provide direct supervision of the technical support staff
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical escalations
• Provide support where needed for both internal and external customers
• Clearly communicate escalated issues to Tier 2 or 3 and product managers as needed
• Manage and report on all incoming technical support inquiries
• Record and track team SLAs and workflows
• On-board all-new technical support team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery and UAT if required for new product and feature releases
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team
• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all technical support related processes and documentation for continuous improvement
• Assist in the creation and implementation of customer self-service material and tools
• Evaluate and analyze Salesforce case trends to prevent future issues

Preferred Qualifications

Experience in Postman, Unix command line tools (grep, awk), scripting language like python or bash

Benefits

• Meaningful Equity
• Flexible Working Hours & Workplace
• Open Vacation Policy
• Wellness Program
• International Travel Opportunities
• Additional benefit package according to location (401k, medical insurance, etc.)