Customer Support Lead

About the role

As a Customer Support Lead II, you will be responsible for providing advanced technical support for our robust SaaS platform. You will act as a crucial link among our customers, engineering, and product teams, handling complex issues, conducting in-depth troubleshooting, and ensuring high customer satisfaction. This role requires a deep understanding of Inspectorio's platform, strong technical skills, and excellent communication abilities.

What you'll do

• Provide advanced technical support for Inspectorio's platform, resolving complex technical issues.
• Manage and prioritize support tickets in Zendesk and Jira according to service level agreement (SLA).
• Identify, replicate, and document software bugs.
• Conduct in-depth troubleshooting of API integration problems and software bugs.
• Work closely with Tier 3 support and engineering teams for bug escalation and resolution.
• Conduct remote support sessions using MS Teams/Zoom when required.
• Participate in incident management, including appropriate stakeholder communications.
• Collaborate with product and development teams to provide customer feedback and suggest improvements.
• Create and maintain Tier 2 level knowledge base articles and contribute to internal documentation on Confluence.
• Utilize SQL for database queries and troubleshooting.
• Use Postman for API testing and validation.
• Employ various tools for performance monitoring, error tracking, and log analysis (e.g., DataDog, Sentry, Kibana).
• Perform cross-platform testing using tools like LambdaTest.
• Analyze network issues using HAR analyzer and other debugging tools.
• Use MS365 tools, particularly Excel and PowerPoint, for data analysis and presentations.
• Stay updated on industry best practices and emerging technologies relevant to technical support.
• Perform root cause analysis to identify and address underlying issues.
• Ensure timely resolution of customer issues while maintaining high-quality standards.
• Provide clear, concise, and technically accurate responses to customer inquiries.
• Communicate effectively with customers of various profiles, adapting etiquette as necessary.

• Carry out assignments and responsibilities as directed by the Senior Customer Support Lead II.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3-5 years of experience in a technical support role, preferably in a SaaS environment.
• Deep understanding of supply chain management and/or SaaS.
• Proficiency in ticket management systems, particularly Zendesk and Jira.
• Proficiency in SQL and familiarity with database concepts.
• Experience with API testing and integration troubleshooting.
• Familiarity with cloud-based services and SaaS platforms.
• Knowledge of performance monitoring and error tracking tools (e.g., DataDog, Sentry, Kibana).
• Preferably experience with version control systems (e.g., Git) and documentation platforms like Confluence.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
• Familiarity with file sharing and collaboration tools such as OneDrive and Slack.
• Proficiency in MS365 tools, particularly Excel and PowerPoint.
• Experience with remote support tools like MS Teams and Zoom.
• Strong knowledge of SLAs and prioritization techniques in technical support.
• Ability to work in a fast-paced environment, manage multiple priorities, and meet deadlines.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.
• Strong customer service orientation with a focus on delivering exceptional support experiences. 

Benefits

Why it would be awesome to work with us

• 🍹 Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.

• 🏝️ Flexible Working: Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.

• 💪 Project Ownership: You get to lead  the initiatives you're passionate about, professionally or socially.

• 🌱 Grow with us: We're invested in your personal and professional development.

• 🌎 Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.

• 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.
• 🎉 Celebrate together: Enjoy remote and hub company and team  events that strengthen our bonds and build a fun culture.

Our Values

• EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.

• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
• COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.