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**Tier 2 Support Lead - Altra Dr. Migrate**- **Must be C1 or C2 in English. Remote (Local work hours)**:- Full Time with Inviso supporting MicrosoftWe are seeking a detail-oriented and technically skilled Tier 2 Support Lead to join our support team for the Altra platform, which includes DMC (Dr. Migrate Collector) and Dr. Migrate, Altra’s advanced migration assessment and planning platform. This role is vital in ensuring a seamless user experience by addressing issues escalated from Tier 1 support and collaborating with engineering teams to enhance platform usability. Furthermore, it plays a crucial role in the smooth deployment, operation, and troubleshooting of DMC, a secure, agentless infrastructure discovery tool designed for modernization and migration planning. The support our team provides helps ensure that organizations can effectively aid customers in planning and executing migrations.The Support Lead is a highly capable and versatile team member serving as a small-team leader as well as supporting execution and escalations, ensuring team goals are met and our support team thrives while working to resolve key customer challenges.**Key Responsibilities**:- Lead our Tier 2 Support team, ensuring smooth delivery and adherence to SLAs, while supporting the ongoing development and skilling of support team members.- Respond to and resolve escalated technical issues related to the Altra platform, including user access, configuration, integrations, and performance.- Analyze logs, system behavior, and user reports to diagnose root causes and provide effective solutions.- Collaborate with Tier 1 support to improve triage processes and documentation.- Escalate bugs and feature requests to Altra engineering and follow through on resolution.- Maintain detailed records of support cases, resolutions, and customer interactions in the ticketing system.- Contribute to internal knowledge bases and user-facing documentation to reduce recurring issues.**Required Qualifications**:- 4+ years of experience in a technical support or IT operations role, preferably in cloud infrastructure or migration tooling, including leadership experience (shift/team lead, people manager, etc.)- Fluent professional English (both written and verbal). Additional language skills are desired, but the majority of work will be performed in English language regardless of location.- Strong understanding of virtualization platforms (e.g., VMware, Hyper-V) and guest OS environments.- Direct experience with administration of Microsoft Azure, Windows Server, and Linux OS.- Excellent troubleshooting skills with experience in log analysis, API diagnostics, system monitoring tools, and root cause identification.- Familiarity with cloud platforms, identity and access management, and enterprise IT environments.- Excellent problem-solving and communication skills, with the ability to explain complex technical issues clearly to a business-oriented audience.**Preferred Qualifications**:- Direct prior experience supporting enterprise SaaS platforms or other tools with related functionality such as Azure Migrate, Flexera, Altiris, Lansweeper, Cloudamize, etc. including engagement with business contacts/stakeholders around same.- Familiarity with Networking protocols; PowerShell; CLI; Active Directory; DNS; DHCP.- Familiarity with SQL Server database and authentication administration.- Familiarity with Dr. Migrate platform, or similar SaaS-based migration solutions.- Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira) and collaboration tools (e.g., Teams).This is an FTE Salaried role with Inviso. Individual and team growth through collaboration are cornerstones of Inviso’s culture, and members of our Microsoft Solutions Group work closely together to share knowledge, learn, mentor, and develop new & diverse skills.**_ABOUT INVISO: _**Inviso is a premier consulting firm that delivers business solutions through Solution Assessment, Asset Management, Office 365 and Azure (Cloud), Modern App Dev and Business Intelligence, Staffing, and Marketing. We are an entrepreneurial, agile organization with a broad range of business experience and talents, and a laser focus on adding value to our customers. With headquarters in Seattle, USA and additional locations around the world, we assist hundreds of customers across the globe.
