Product Support Team Lead

  • Customer Success
  • Hyderabad, India

Product Support Team Lead

Job description

About Us

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

Requirements

About the Role

 Oversee and manage performance and service quality to guarantee customer

satisfaction

 Provide enterprise-level assistance to our customers. You will diagnose and

troubleshoot product issues/questions, and help our customers leverage the product

effectively.

 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

solutions.

 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
Company.
 Detailed oriented with a passion for improving processes.


REQUIREMENTS
 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
resolving issues
 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)
- Zendesk

 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.