Lead Technical Support Engineer

E25-138

Business Centre "Labirint" 5th Floor Liulin 10 District, Sofia, Sofia,

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Technical Support

Full-Time/Regular

Job Purpose:

The Lead Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition this position is responsible for managing complex customer issues while managing a small group of Technical Support engineers.

Key Responsibilities:

• Schedule and manage resources to deliver responsive customer service.
• Implement issue handling processes, procedures and best practices, resulting world-class response, resolution, and closure times.
• Implement metrics for team performance, including case management, workload, and customer satisfaction.
• Works toward objectives established by upper levels of management.
• Responds to customer service inquiries regarding company products, features and/or services.
• Elevates Critical On Demand requests for Development Resources to senior management or Escalation Manager.
• Provides multiple levels of escalated support based on the complexity of the technical issue.
• Mentor staff to support the business, including new product releases and staff development.

• A bachelor's degree in computer science, computer information systems or related experience.
• A minimum of 5-10 years providing enterprise level technical support experience.
• Ability to manage a small group of highly skilled technical support engineers.
• Result-oriented with strong problem-solving skills.
• Strong written and verbal skills in the language of support for this position.
• Aid in the recruitment process for technical support engineers.
• Must have exceptional organizational, time management, analytical and multi-tasking skills.

Tungsten Automation is an Equal Opportunity Employer, M/F/D/V