TECHNICAL LEAD - Preventive Maintenance Support

Job Description

Work Location

• Bangalore
• Experience: 8 to 12 Years

Position Overview

Key Responsibilities

• Support expert-level (level 2) to our global customer base, addressing complex tickets involving deep investigation and technical problem-solving.
• Manage and resolve a wide range of technical issues related to APIs, integrations, and other advanced functionalities of our product.
• Collaborate with Product Managers and Engineering teams to troubleshoot and resolve customer issues , ensuring alignment on our SLAs.
• Proactively identify patterns in support requests and work with the team to implement improvements in our product and support processes.
• Continues self-study on the product to stay up to date on the newest features and changes.
• Consult and share your knowledge with colleagues, both within Support and other departments.
• Dealing with tickets of our SMB to Enterprise customers, including communication and follow-ups, with a high sense for priority. Qualifications:
• Bachelor?s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in a technical support role, preferably within a SaaS environment.
• Strong understanding of APIs, integrations, and software development concepts.
• Excellent problem-solving skills with the ability to conduct detailed technical investigations.
• Outstanding communication skills, written and oral, with the ability to convey complex technical information clearly and concisely to both technical and non-technical audiences.
• Fluency in English. Dutch, French, or German as an additional language is a plus
• Familiarity with support ticketing systems and documentation tools. Ability to work independently and as part of a global team, managing time effectively across different time zones.
• Customer-focused mindset with a commitment to providing exceptional support.
• Proactive attitude, with time management, prioritization, and organizational skills

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