Customer Support Team Lead

Огляд

Client is an international technology startup developing cutting-edge solutions for defense (related to airspace security and protection).

Обов'язки

• manage a small remote team performing real-time customer support of customers in the field using drones and ground stations
• define procedures and set up and manage tools and processes for providing support (such as help desk software)
• manage appropriate escalation of issues to the defined point of contact in the US development team
• lead creation and maintenance of a usable knowledge base of common issues and solutions for the CS team
• handle live inquiries about drone and ground station features and operation, using your hands-on knowledge of product and feature roadmap
• troubleshoot customer problem reports through secure help desk software or phone, by gathering information, logging, troubleshooting, triaging, and, as appropriate, talking the customer through a solution or escalating to a higher support level
• perform root cause analysis through hands-on testing, code-level analysis, detailed log analysis, and other methods
• review software releases and hardware changes in depth in advance of rollout, and help customers in learning and deciding when to switch to the new functionality
• perform root cause technical escalations and work on remediations to reduce them over time, to the extent reasonably possible
• develop, implement, and set up any needed tools for the above activities, such as automated log analysis and customer success tracking
• work closely with customers to gather feature requests, learn about new challenges in the field or any operational concerns, and report them to the operations or development team
• build and maintain strong and productive working relationships with customers

Вимоги

• 4 year degree in Software Engineering, Computer Science (or equivalent knowledge and skill)
• experience working with early-stage hardware products, preferably drones or similar products, of 1 year or more
• experience in managing a team providing technical support
• technical troubleshooting, problem-solving, and triage and escalation workflows
• proficiency with Python, GitHub and other build tools
• familiarity with Linux operating system configuration and preferably Linux shell scripting
• understanding of cloud service offerings (AWS, GCP), deployment techniques, and configuration management
• understanding of network architecture and troubleshooting for Wi-Fi networks
• experience working with a range of customers, as well as manufacturing, operations, product management, and development teams
• proficiency in English at a level not lower than C1
• ability to work flexible hours, including frequent overnight shifts

Умови

• full-time position & official employment
• competitive salary (level to be discussed individually based on interview results)
• location: remote anywhere in Ukraine (must travel to Kyiv for training)
• exciting work environment in a dynamic team
• exceptional experience with innovative product
• reservation from mobilization