Role: Lead - Technical Support

Location: Hyderabad or Bengaluru

Experience: 12+yrs

Description:

We are looking for Lead - Technical Support for our global SaaS based Data Privacy customer.  This position would be responsible for leading and managing a team of tech support engineers in post-sales product support for data privacy and data security products.

As a Lead, Technical Support, you will have a responsibility for supporting our customers with issues encountered in production use of Data Privacy and Data Security product offering(s).

Experience and Skills

Minimum of a Bachelor’s Degree in a technical field with 10+ years of work experience in technical support role with atleast 2+ yrs as a lead.

Hands-on experience with key technologies, such as Data Protection and Security, SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization.

Demonstrated depth in all aspects of technical support lifecycle, such as ticket logging, triage, escalation, customer response, RCA, and KBs.

Proficiency in one or more Technical Support systems, such as Zendesk.

Strong presence with excellent communication and leadership skills, and a proven track record of collaborative success with customers, vendors, staff and internal business partners.

Understanding of Data Security and Privacy, including corresponding regulations, is a strong plus.

No travel expected. However, this role requires participation in a 24x7 technical support coverage shift that could occasionally be at odds with the resident timezone of the engineer.