Product Support Engineer, Team Lead

EUR 60K-60K (estimate) Senior-level Full Time Found 10d ago

Tasks

• Attend product engagement meetings
• Collaborate with cross-functional teams
• Conduct incident postmortems
• Conduct root cause analysis
• Document defects and issues
• Ensure case quality assurance
• Escalate major cases
• Evaluate support technologies
• Evaluate team performance
• Handle customer escalations
• Improve support workflows
• Lead product upgrades
• Manage and mentor support team
• Manage support queues
• Mentor new support personnel
• Participate in major case reviews
• Participate in product reviews and design meetings
• Proactively address customer needs
• Provide expert-level product support
• Share technical knowledge
• Troubleshoot complex issues

Perks/Benefits

• Cybersecurity innovation
• Global team
• Growth opportunities
• Work-life balance

Skills/Tech-stack

AWS | Active Directory | Active Listening | Adaptability | Cloud Azure | Communication | Customer escalation | Customer escalation management | DNS | Escalation management | GCP | Identity Management | Leadership | Networking | O365 | Powershell | Problem Solving | Product support | Production Support | Scripting | Security Protocols | Technical explanation | Technology Evaluation | Troubleshooting