Technical Support Lead

Responsibilities Lead and manage the technical support team, providing guidance, coaching, and mentorship to fellow tech support specialists. Oversee the day-to-day operations of the support team, ensuring that service levels and response times are met. Handle escalated customer issues ensuring timely resolution. Collaborate with cross-functional teams, including Project Managers, Solution Architects and developers, to address customer needs and enhance product offerings. Develop and implement support processes, tools, and documentation to optimize the team's efficiency and effectiveness. Continually assess current communication processes, propose improvements, and implement best practices with the overall goal of providing an effective and delightful customer support experience. Conduct regular performance reviews, provide feedback, and identify areas for skill development and improvement. Analyze support ticket trends, identify root causes, and propose initiatives to enhance product reliability and customer satisfaction. Leverage prior experience in tech support for B2B2C products to establish support metrics and KPIs, generate reports, and present findings to management. Qualifications Bachelors/Masters degree Science/Engineering, or a significant related experience. 5+ years of experience in technical support or a similar customer-facing role. Excellent communication skills, with the ability to articulate technical concepts to both technical and non-technical audiences. Proven experience in a leadership or supervisory role, with the ability to motivate and inspire a team. Prior experience supporting B2B2C products, with a deep understanding of the unique challenges and considerations in this context. Experience working with cloud-native platforms (e.g., AWS, Azure, GCP) and virtualization technologies. Proven ability to work independently, manage multiple priorities, and adapt to a fast-paced and evolving environment. Experience working with outsourced and in-house support team members. Ability to work directly with key enterprise customers during production matters. LotusFlare has always been about making an impact through software products and changing industries for the better by simplifying technology so as to simplify customer experience. Founded by the team that helped Facebook reach over one billion mobile users, LotusFlare was born out of a vision to make the mobile internet accessible and affordable to people in parts of the world who often did not have access. From this initial work, LotusFlare’s mission now is to design, build and continuously advance a cloud-native digital commerce and monetization platform that simplifies technology and customer experience to deliver valuable outcomes to enterprises. This platform provides the software product foundation for the company’s main offering, the LotusFlare Digital Network Operator® Cloud. LotusFlare DNO™ Cloud is a digital commerce and monetization managed service that serves as a digital BSS to deliver valuable business outcomes for communications and media services providers. LotusFlare employees join and remain at LotusFlare for two simple reasons. First, they can see immediately that their work makes a positive impact for LotusFlare customers and, secondly, that they grow on a personal level by developing best practice and experience in cloud-native enterprise software. LotusFlare Founder and CEO Sam Gadodia believes that if you want to make an impact and change industries for the better, you should consider joining LotusFlare. LotusFlare looks for people all around the world who are passionate in their aim to make an impact and change industries for the better by simplifying technology. Headquartered in the heart of Silicon Valley with offices in EMEA and APAC, LotusFlare serves Verizon, Globe Telecom, MPIC, Digi, DISH Networks, Permata Bank, Singtel, Digicel, Supercell and other leading enterprises around the world. Connect with LotusFlare Website: www.lotusflare.com LinkedIn: https://www.linkedin.com/company/lotusflare Instagram: https://www.instagram.com/lifeatlotusflare/ Twitter: https://twitter.com/lotus_flare #J-18808-Ljbffr