Lead Technical Support

hace 6 días

Ciudad de México LAAgencia A tiempo completo

**MEXICO CITY, MEXICO /**

**INCODE /**

**PAYROLL**
- At Incode we are expanding the team to hire someone to build and lead our Technical Support team across the globe.

**Requirements**:

- Create the infrastructure, team, processes, and vision for world-class 24/7 operations
- Oversee the day-to-day operations of the Technical Support Team
- Act as a senior agent who will drive customer satisfaction through customer support
- Provide direct supervision of the technical support staff
- Act as a mentor and provide oversight, coaching, and training to technical support staff
- Be the point of contact when it comes to technical escalations
- Provide support where needed for both internal and external customers.
- Clearly communicate escalated issues to Tier 2 or 3 and product managers as needed
- Manage and report on all incoming technical support inquiries
- Record and track team SLAs and workflows
- On-board all-new technical support team members
- Assist in the creation of the team KPIs as well as monitor and report on results
- Be actively involved with the operational delivery and UAT if required for new product and feature releases
- Monitor team performance and report on metrics
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Work to create any relevant support material for the team
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Implement any necessary preventive measures to reduce customer faults and issues
- Review all technical support related processes and documentation for continuous improvement
- Assist in the creation and implementation of customer self-service material and tools
- Evaluate and analyze Salesforce case trends to prevent future issues

Tools and technology required:
- Postman, Unix command line tools (grep, awk, etc)
- Scripting language like python or bash.
- Mobile (iOS, Android, hybrid - React, Xamarin, Flutter)
- API/Microservices
- AWS/Azure

**Benefits & Perks**:

- Meaningful equity
- Competitive salary
- Travel - yearly sprints when safe to do so
- Benefit allowance for health insurance, life insurance or pension contribution
- Open vacation policy
- Flexible working hours
- Learn the basics of a new language from your colleagues. We’re a very small yet multi-cultural team so you can choose from Spanish, Hebrew, Russian, Hindi, Norwegian, Serbian, or Romanian.
- Working as part of a global business with a diverse team
- Opportunity to grow from the ground up with an early-stage start-up with sound funding
- Working closely with passionate and supportive team members

**Our Culture Values matter We share a set of core values and want to hear from you if you believe in**:

- Customer centric and impactful products
- Working as part of a bright, passionate and diverse team
- Simplicity
- Quality
- Bias for action
- Integrity
- Empathy
- Courage

  • Technical Support Lead

    hace 2 semanas

    Ciudad de México LotusFlare, Inc A tiempo completo

    Overview 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...

  • Technical Support Manager

    hace 2 días

    Ciudad de México Volvo Cars AB A tiempo completo

    **Let's introduce ourselves**: The Technical Support Lead is a hands-on role that combines leadership and operational responsibilities for providing Level 1 (L1) technical support to the dealership network. This individual will directly address technical issues, oversee case management, and ensure the efficient resolution of inquiries related to vehicle...

  • Technical Support Engineer

    hace 1 semana

    Ciudad de México RAD Data Communications, LTD A tiempo completo

    Location Mexico City, México Roles & Responsibilities Analyze network and equipment configuration problems and defects Interface with 3rd Tier Technical Support, Engineering, Product Management, and other departments to address customer’s issues in the most effective manner Present technical training to co-workers and customers as needed Provide...

  • Technical Support Coordinator

    hace 2 semanas

    Ciudad de México Vertiv A tiempo completo

    **Technical Leadership & Escalation Point** - Review and approve root cause analyses (RCA) and customer-facing technical documentation prepared by the team. - Act as a Tier II/III escalation point for complex technical cases related to Data Center products, especially Thermal Management systems. - Support remote diagnostics and analysis, ensuring alignment...

  • Lead Technical Support

    hace 4 semanas

    Cuajimalpa de Morelos, Ciudad de México Rich Products Corporation A tiempo completo

    Associate Manager, IT Operations and Support YOUR DREAM JOB STARTS HERE! As a leading global provider of comprehensive frozen food solutions, our portfolio includes creative solutions geared towards helping food industry professionals focused on everything a family makes possible. Bachelor's degree in Computer Science or related field. ~3-5 years of...

  • Technical Lead

    hace 6 días

    Ciudad de México Thomson Reuters A tiempo completo

    **Technical Lead - Application Support**:**About the Role**In this opportunity as a **Technical Lead,** you will:- Provide Product/Application engineering support to drive continual improvement aimed at the highest standards of reliability, quality, and time-to-market. This should include but is not limited to:- Responding to incidents and escalations to...

  • Technical Lead

    hace 1 semana

    Ciudad de México Thomson Reuters A tiempo completo

    **Technical Lead - Application Support**: **About the Role** In this opportunity as a **Technical Lead,** you will: - Provide Product/Application engineering support to drive continual improvement aimed at the highest standards of reliability, quality, and time-to-market. This should include but is not limited to: - Responding to incidents and escalations...

  • Technical Support Manager

    hace 12 horas

    Ciudad de México DFO Global Performance Commerce Limited A tiempo completo

    **GPC **is on a mission to deliver superior eCommerce software and we need people that love:- Software- Technology- eCommerce**GPC **is global in operations, culture, and language with offices in New Jersey, San Diego, Vancouver, Mexico City, Sao Paulo, The Hague, Hong Kong, Ho Chi Minh, Manila and Brisbane.SUMMARY:GPC has an immediate opening for a...

  • Technical Lead

    hace 10 horas

    Ciudad de México Gensler A tiempo completo

    Your Role The Technical Lead at Gensler plays an extremely important role in the delivery of design and will be the lead technical resource for the retail studio. It is important that these leaders become well versed in the Gensler design culture, Gensler CAD/Revit platforms, Gensler specifications, Gensler production & construction administration...

  • Technical Support

    hace 5 días

    Ciudad de México Hewlett Packard A tiempo completo

    **Job Summary** - This role is responsible for leading technical support for end users and authorized service providers, utilizing proactive monitoring for issue prevention. The role maintains high customer satisfaction levels, addressing customer-related issues promptly, and offering comprehensive software services for post-sales and service delivery...