Technical Support Team Lead

Acumera is now Scale Computing! Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide. 

We’re a growing company looking for motivated professionals to join our team!

About the Role

The Technical Support Team Lead is a key queue and resource administrator in our Support organization. We believe in best-ever experiences from the inside out - so this means we’re looking for an approachable, friendly candidate who will love their co-workers as much as we love them.

This position will work closely with Support Engineers at all levels, focusing on overall queue and team health within the organization through impactful metrics, processes, training, and cross-functional project involvement.  As needed, the Technical Support Team Lead will work with the Support Management team to identify technical needs, resources, training & education, and make recommendations to help Scale Computing innovate our products. The Team Lead is focused on the day-to-day operations of the queue, team, and resource management. 

Great candidates will look like this: 

• Enjoy troubleshooting and problem-solving analytically
• A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
• An excellent communicator who is efficient and effective with customers and colleagues via web conferences, email, and in-person interactions
• A motivated self-starter who thrives on prioritization and follow-through with a technical hands-on approach
• Passionately creative in mindset and has the ability to adapt quickly to evolving business needs

Responsibilities

Queue & Escalation Management

• Manage e-mail, chat, and phone queues 
• Monitor case volume per Engineer 
• Assist in conducting and delivering monthly case audits
• Identify case management enhancements & improvements as needed
• Identify, triage, and assign all defined support escalations including the oversight/ownership of all assigned Sales escalations and survey responses

Resource Management

• Review all Service case assignments for the day
• Work with Customer Success Coordinators on post-mortem Service case reviews, audits, & feedback
• SOP adherence for PTO and calendar bumpers
• Create schedules for lunch, focus time, training, on-call, & holiday coverage

Reporting Management

• Create and own dashboards and reporting on queue health keeping support leadership updated on trends and analytics
• Perform monthly case audits for each support engineer

Team Management

• Drive support engineers positive performance through 1:1 coaching, team meetings, providing feedback during case audits
• Address all non-compliance or negative shifts in Support Engineer performance and provide verbal warnings for SOP non-compliance
• Escalate unresolved non-compliance and personnel issues to managers as needed.

Reporting Structure

• Manage a combination of Tier 1, Tier 2, and Tier 3 support engineers
• Reports to Technical Support Manager 

Requirements, useful skills/experience

• 2+ Years working in a team of 10 or more Technical Support Engineers
• SC//Hypercore Support T2 level or above
• Proficient communication skills (written and oral)
• Time management and task prioritization skills
• Exceptionally motivated and motivational
• High attention to detail
• Steady composure in the face of difficult situations
• Experience with Scale Computing products a plus
• Knowledge of current Hyperconvergence, Edge technologies, and emerging trends

Perks and Benefits

Group medical insurance.

Casual dress code.

Hybrid Work schedule 

Paid company holidays.

Cab Facilities.

Fully stocked snacks at office.

Vibrant and Inclusive Workplace Atmosphere.

Flexible work environment and an opportunity to grow as we grow.

Scale Computing is an equal-opportunity employer. The final candidates will be subject to a pre-employment background check.