Tech Support / Platform Support Engineer Lead

Company Overview

[Company overview information is not provided.]

Job Summary

We are seeking a proactive and highly communicative Tech Support / Platform Support Engineer Lead to join our team. The ideal candidate will possess hands-on experience in technical support across platforms, demonstrating strong analytical skills and the ability to troubleshoot issues effectively. Familiarity with JavaScript or related technology stacks will be considered a strong advantage. This role is crucial in ensuring the seamless operation of our platforms, contributing significantly to user satisfaction and organizational efficiency.

Responsibilities

• Provide L1/L2 technical support lead for platform-related issues, ensuring timely resolution and minimal disruption to end-users.
• Act as the first point of contact for users/customers experiencing technical issues or inquiries.
• Troubleshoot platform errors, escalate issues when necessary, and follow through to resolution.
• Collaborate with cross-functional teams including development, QA, and product teams to ensure a consistent and efficient support process.
• Maintain clear documentation of issues, solutions, and best practices in knowledge bases.
• Participate in client calls, status updates, and incident reviews as required.
• Monitor platform performance and report anomalies proactively.
• Provide support during deployment activities, patch updates, and incident management.
• Maintain SLAs and ensure quality in support delivery.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent work experience).
• 5+ years of experience in technical support or platform support roles.
• Strong understanding of support processes, ticketing systems (e.g., ServiceNow, Jira), and incident management.
• Excellent verbal and written communication skills – able to clearly articulate technical concepts to non-technical stakeholders.
• Basic to intermediate knowledge of JavaScript and familiarity with front-end or back-end JavaScript frameworks (Node.js, React, etc.) is a plus.
• Experience working with SaaS platforms, APIs, or cloud-based environments is preferred.
• Ability to work in a fast-paced, customer-facing environment.
• Strong troubleshooting and problem-solving skills.
• Willingness to work in shifts or provide on-call support (if applicable).

Preferred Skills

• Familiarity with various cloud services and platforms can enhance support capabilities.
• Knowledge of monitoring tools and performance metrics is a plus.
• Experience with ITIL processes or similar frameworks for service management.

Experience

• At least 5 years of relevant experience in technical support or platform support roles is required.

Environment

• This position typically entails customer interactions, necessitating strong communication skills and a problem-solving mindset. Work may be conducted in a fast-paced environment, potentially involving shift work or on-call support.

Salary

[Salary information is not provided.]

Growth Opportunities

[Information on growth opportunities is not provided.]

Benefits

[Details on offered benefits are not provided.]