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Support Team Lead

Support Team Lead

BusinesslistKuala Lumpur, Kuala Lumpur, Malaysia
1 hari lalu
Penerangan pekerjaan

Key Responsibilities

Leadership & Team Development

  • Lead, coach, and mentor a small but growing support team.
  • Manage hiring, onboarding, and professional development of new support engineers.
  • Foster a customer‑centric culture that prioritizes effectiveness, value, and empathy in every customer interaction.
  • Ensure engineers are trained to anticipate needs and provide proactive guidance, not just transactional answers.

Support Operations (P3 & P4)

  • Oversee and manage P3 (medium priority) and P4 (low priority) support cases :

    • P3 : Cases where purchased service features are not operating as documented.

  • P4 : General questions, how‑to inquiries, and enhancement requests.
  • Ensure SLA‑driven responses and effective resolutions.
  • Escalate P1 / P2 cases as needed to higher‑level support or engineering teams.
  • Monitor and report on support KPIs (ticket volumes, MTTR, SLA compliance).

    • The Successful Applicant

    Must-Have

  • 5+ years in technical support, DevOps, SRE, or observability roles.
  • 2+ years proven experience leading or managing technical support teams.
  • Experience in enterprise‑level customer support, handling complex environments and high‑touch expectations.
  • Strong command of observability concepts (metrics, logs, traces, APM, RUM, SIEM).
  • Hands‑on expertise with cloud platforms and Linux / Windows.
  • Software development knowledge (Python, Java, JavaScript, or Go) for debugging and light automation.
  • Excellent communication skills, with fluency in both English and Mandarin.

    • Good-to-Have

  • Familiarity with tools like Datadog, Elastic, Splunk, Prometheus, Grafana.
  • Knowledge of ITIL frameworks and incident management best practices.
  • Experience working in SaaS multi‑tenant environments.

    • What's on Offer

  • Opportunities to work on cutting‑edge technology projects.
  • A positive and innovative company culture.
  • Potential for career growth within a large organization.

    • If you are passionate about the technology industry and are looking for a role that offers both challenges and rewards, we encourage you to apply!

    Contact

    Khatijah Mohamed Ismail

    Phone number : Quote job refJN‑ ‑

    #J-18808-Ljbffr

    Buat amaran kerja untuk carian ini

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