Roles and Responsibilities:
- Customer Success: Enable exceptional customer service experiences.
- Technical Leadership: Serve as a seasoned product specialist, handling critical escalations, leading customer interactions, and collaborating with cross-functional teams.
- Team Mentorship: Mentor and guide L2 Product Specialists, providing technical direction and support.
- Problem Solving: Perform root cause analysis, data analysis, and solution design for complex technical issues.
- Global Collaboration: Work effectively with global teams.
- Process Management: Manage release, change, and escalation processes.
- Performance Monitoring: Monitor SLAs, KPIs, and resource utilization.
- Knowledge Sharing: Share knowledge with team members and contribute to process improvements.
- Product Management: Plan, execute, and track product releases and enhancements.
- Customer Focus: Prioritize customer satisfaction, technical proficiency, and timely support delivery.
- Cross-Functional Collaboration: Collaborate with the Customer Success team to drive support excellence initiatives.
- Business Continuity: Develop and maintain business continuity plans.
- Team Development: Foster professional growth through training, mentoring, and community engagement.
Desired Experience/Target Industries/Domain:
- 8-12 years of experience
- Strong Linux expertise (RHEL, CentOS, Ubuntu)
- Proficiency in supporting Java-based products/applications
- Advanced SQL or PL/SQL skills for databases like PostgreSQL, MongoDB, and MS SQL Server
- Experience with cloud platforms (AWS, Azure, GCP)
- Contact center operations and chatbot experience
- Domain knowledge in BFSI, Telecom, Retail, Healthcare, etc.
- AI conversational analytics, data analytics, and data visualization tools (e.g., Tableau)
- Experience in 24/7 support operations and remote team collaboration
- Expertise in developing technical support metrics
- Data analysis skills to identify opportunities for customer success
- Project management and cross-functional collaboration skills
- Conflict management, operations management, and solution design experience
- Service improvement and continual service improvement program experience
- Technical expertise in scripting, virtualization, cloud platforms, automation, and monitoring tools
Essential Certifications and Qualifications:
- Bachelor's or Master's degree in Computer Science, Information Technology, or related field
Mandatory Skills:
- Strong Linux skills (RHEL, CentOS, Ubuntu)
- Java-based product/application support expertise
- Advanced SQL/PL/SQL skills (PostgreSQL, MongoDB, MS SQL Server)
- Cloud platform experience (AWS, Azure, GCP)
- Contact center and chatbot experience
- Domain knowledge in relevant industries
- AI conversational analytics, data analytics, and data visualization skills
- 24/7 support and remote team collaboration experience
- Strong troubleshooting, analytical, and problem-solving skills
- Audit and quality monitoring experience
- Business requirements gathering and documentation skills
- Proficiency in Microsoft Office tools
- Organizational, prioritization, and time management skills
- Excellent communication, presentation, and influencing skills
- Teamwork and collaboration skills
Degree of Travel Required:
10-20%
To apply, please submit your resume and cover letter highlighting your relevant experience and qualifications.