Tier 3 Team Leader

Israel, Herzliya / Job ID: 09.C0C

Description:

Application engineering Verint CES division is seeking to add a team leader to our support Tier 3 who would be instrumental in troubleshooting of our existing web applications. This hands-on position requires broad engineering competence and in-depth technical knowledge of application software development, as well as demonstrated experience successfully resolving complex customer issues in a dynamic environment. Successful candidates must be motivated to work in a data driven environment, have a desire to drive process improvement, and capable of driving high-level, ambiguous issues towards successful resolution.

KEY RESPONSIBILITIES: 

As our team leader you will have the following responsibilities:

Leadership:

  • Lead a team of 3-5 engineers in day-to-day activities of the TechSupport.
  • Serve as a mentor for the team and develop and improve technical and soft skills.
  • Define and track personal performance measurements and identify training requirements.
  • Proven matrix management skills.

Technical:

  • Independently troubleshoot customer issues, research solutions and resolve complex problems by analyzing product & systemic issues (Network, OS, databases).
  • Have a good high-level system understanding.
  • Proactive in identifying critical point of failure, raising flags & escalating issues that are of urgent nature.
  • Working with Engineering to provide serviceability items in legacy and new features.

Customer Satisfaction:

  • Willingness to “go the extra mile” to get the job done within SLAs and customer commitments.
  • Proven customer communication skills, work with partners and customers.
  • Ability to manage escalations by driving actions within Tier3 and Engineering on one hand and provide timely and clear statuses to the organization.
  • Detail-oriented and highly organized, ability to juggle multiple priorities and parallel projects simultaneously.
  • Occasionally visit customer sites.

Requirements:

  • 4+ years’ experience in providing technical support for enterprise as a Tier 3 Support engineer.
  • Recent management experience (at least 2 years).
  • Advantage: A degree or post graduate qualification in Computer Science / Software Engineering or equivalent.

Personal Skills:

  • Good interpersonal skills.
  • Good written and verbal communication skills in English.
  • Team player
  • Ability to follow process but to remain flexible in achieving project objectives.
  • Ambitious, motivated, eager to learn and demonstrate values.
  • Working off hours and weekends.
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