Technical Support Lead

3 дней назад

Украина, Украина Influ2 Полный рабочий день 25 000 $ - 60 000 $ в год
Influ2 is the only platform that lets you deliver ads to specific people and track their engagement by name. We've transformed how businesses approach B2B advertising. Now, marketing teams can create a journey for each decision-maker at targeted accounts, and salespeople know precisely whom to call and what to say. This makes closing deals a lot easier.
Over 180 enterprises and mid-market companies worldwide, including industry leaders such as Snowflake, Datadog, and Capgemini, love our technology. We hope you will love it too.
Who we are looking for:
As a Technical Support Lead at Influ2, you'll be the go-to expert for resolving complex technical issues, ensuring seamless communication between our teams and customers. You'll be responsible for handling customer requests, troubleshooting, and keeping everyone in the loop to deliver the best experience possible to our clients. If you're passionate about tech and love making a difference, this role is for you What you'll do:
  • Bridge Communication: Act as the vital link between CSMs, Product/Development Teams, and Customers to address technically complex support issues reported by the customers.
  • Resolve Customer Issues: Effectively understand customer issues and deliver timely updates and solutions.
  • Oversee Support Inbox: Manage the support inbox, ensuring all queries and issues are prioritized, tracked, and resolved efficiently.
  • Manage Tickets & Update Stakeholders: Oversee the lifecycle of tickets, ensuring accurate opening, closing, and updating.
  • Analyze Trends: Identify and track trends in support issues and resolution times to enhance customer experience.
  • Lead the Team with Hands-On Contribution: Take an active role in shaping the support function — combining ownership of complex technical cases with mentoring, and guiding support specialists as the team grows.
  • Report Issues: Communicate widespread customer issues to relevant teams to minimize customer disruption. 
  • Document Issues: Contribute to the internal knowledge base for the fastest resolution of similar tickets in the future.
What we're looking for:
  • You bring at least 5 years of technical support experience and 2+ years of experience in team management.
  • Understanding of web technologies - HTTP, REST, JSON, Cookie, Tokens, Browser behaviour
  • Experience with Postman or similar API testing tools.
  • Experience with SQL DB. Writing queries and analyzing data.
  • Experience logs analysis and monitoring tools (Grafana). 
  • Familiarity with Zapier and Make would be a plus.
Your skills:
  • Upper-Intermediate English: You can confidently communicate with cross-functional teams and clearly articulate ideas.
  • Excellent communication skills: You possess excellent collaboration skills and have experience working with cross-functional teams.
  • Problem-solving skills: You enjoy solving problems and getting into the weeds to troubleshoot issues.
  • Creative thinking: You see challenges as opportunities for customers' growth and success. Your out-of-the-box thinking sets you apart as you address unique client issues and suggest process improvements.
  • Strong technical skills: You have a product mindset, and you must understand how our customers can utilize Influ2's product to their fullest potential.
  • Challenge Management: You remain composed and solution-oriented while managing priorities and challenges with confidence, professionalism, and a constructive mindset.
  • Curiosity: It's about always wanting to learn. It helps you stay updated, understand clients better, and make the job more interesting. 
    At Influ2, we highly appreciate a wide range of experiences and backgrounds. So, even if your history doesn't perfectly match our list, we would still be delighted to receive your application and learn more about you
What's in it for you?
  • Join a collaborative and innovative team with a flat organizational structure.
  • Fully remote work setup.
  • Unlimited Vacation policy to ensure a healthy work-life balance.
  • Generous Parental Leave and other well-structured PTO and leave policies.
  • A well-rounded health package offering comprehensive medical coverage to support you.
    We've raised a total of $15 million in our Series A round, maintaining a cash-positive business for the past 18 months while achieving 50% growth.
About Influ2 We're convinced that the diverse ideas and experiences every Influ2encer brings are the key to our success. To make sure our culture and products reflect this blend of viewpoints and backgrounds, there's no room for discrimination here. Our approach to hiring, training, promoting, and compensating individuals is grounded in merit and competence.
We're committed to offering equal employment opportunities to all qualified individuals, no matter their race, age, religion, where they come from, gender identity or expression, sexual orientation, marital status, physical or mental disability, military or veteran status, or any other characteristic protected by law. Everyone at Influ2 plays a part in keeping our workplace welcoming and free from discrimination and harassment. 

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