Deskripsi Pekerjaan
Join Adaptavist as a Software Support Team Lead and drive excellence in our customer-first support ecosystem. This pivotal role combines technical expertise with people leadership, empowering you to mentor a dynamic team of Software Support Engineers while delivering world-class solutions to our global client base. You'll architect innovative support workflows, resolve complex technical challenges, and cultivate a culture of continuous improvement. Collaborate closely with product engineering teams to translate customer feedback into actionable insights, ensuring our platform evolves to exceed expectations. Adaptavist offers a collaborative environment where your leadership will directly impact customer satisfaction and team growth. If you're passionate about elevating technical support standards and inspiring high-performance teams, this is your opportunity to shape the future of enterprise software support.
Tanggung Jawab
- Lead, mentor, and develop a high-performing team of Software Support Engineers
- Design and implement scalable support processes and quality standards
- Resolve complex technical escalations and drive root cause analysis
- Collaborate with product engineering teams to address platform gaps
- Monitor KPIs and implement data-driven performance improvements
- Foster cross-functional collaboration with sales and product teams
- Conduct regular team training sessions on new technologies
- Champion customer feedback integration into product roadmaps
Kualifikasi
- 5+ years in software support with 2+ years in team leadership
- Strong technical background in enterprise software or SaaS platforms
- Experience with Jira, Zendesk, or similar support ticketing systems
- Excellent communication and stakeholder management skills
- Proven ability to mentor and develop technical talent
- Knowledge of Agile methodologies and DevOps practices
- Experience working in global, multicultural teams
- Bachelor's degree in Computer Science or related field