OpsRamp enables IT to manage more workloads with less work. Our cloud platform
creates a central hub that all IT teams – from operations to service management and
everyone in between – use to manage today’s complex hybrid computing
environment. Built for enterprise IT and service providers, OpsRamp delivers the “killer
app” for end-to-end IT management. Hundreds of organizations rely on OpsRamp to
gain more visibility and control of their entire hybrid IT ecosystem.
Headquartered in Silicon Valley, our mission is to transform IT operations management
complexity by applying machine intelligence and automation. We’re taking the world of
IT operations by storm, by accelerating the speed and agility of enterprise IT teams and
transforming them into business-driven service providers.
OpsRamp is looking for a Technical Support Engineer – Team Leader in Hyderabad, IN.
Join a team of innovators and be part of the next revolution in Ops automation! To learn
more about OpsRamp visit us at www.opsramp.com
About the Role
Oversee and manage performance and service quality to guarantee customer
Provide enterprise-level assistance to our customers. You will diagnose and
troubleshoot product issues/questions, and help our customers leverage the product
Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
Provide timely and accurate solutions to their technical problems.
Properly escalate unresolved issues to appropriate internal teams (e.g. software
developers, Product Managers, etc.…).
Refer to internal Knowledge Base or external resources to provide accurate in-depth
Prioritize and manage several open issues effectively.
Create detailed summaries for Management regarding critical or high escalations.
Contribute to Knowledge Base as problems get new solutions.
Provide feedback about the product via proper channels of communication within the
Detailed oriented with a passion for improving processes.
Bachelor’s Degree in Computer Science or Information Technology
Experience as a Technical Support Engineer, Help Desk Technician or similar role
2-3 years minimum experience managing a team of Support Engineers.
Demonstrated leadership skills; able to take the lead in making improvements and
Strong verbal and written communication skills; able to communicate in a clear,
constructive, and professional manner
Understanding and excellent troubleshooting Skills of the following technologies:
Windows Server Administration
Networking (Routers, Firewalls, Cisco Devices, etc…)
Cloud (Azure, AWS, Google Cloud Platform)
SQL (T-SQL, MySQL)
Ability to Diagnose and Troubleshoot Technical Issues
Experience with Technical Support Case-handling Platforms:
- Salesforce (Service-Cloud, Support Console)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Technical Writing Skills
Ability to adapt to a constantly changing environment
Certifications in Microsoft, Linux, Cisco or similar technologies
Excellent interpersonal skills.