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Customer Support Team Lead

Customer Support Team Lead

SUSEKuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan

Overview

Location : Kuala Lumpur, Malaysia

Always open. Our code, our culture, our opportunities. Leading open innovation without limits. We are SUSE. SUSE is a global leader in innovative, reliable and secure enterprise open source solutions, including SUSE Linux Enterprise (SLE), Rancher and NeuVector. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads, enabling them to innovate everywhere – from the data center to the cloud, to the edge and beyond. SUSE puts the “open” back in open source, collaborating with partners and communities to give customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow.

Job Description

Team Lead, Customer Support

We are seeking an experienced and passionate Team Lead, Customer Support to join our APAC team. This is a crucial leadership role that works closely with our Support Manager to help the team meet its goals and objectives. If you have a strong background in IT, especially with Linux, and thrive in a collaborative environment, we want to hear from you. This position requires a commitment to a 7 : 00 AM Singapore time start.

What You\'ll Do

  • Leadership & People Management : Act as a point of contact for other organizations like Sales, Premium, and Consulting.
  • Provide ongoing, proactive feedback on individual performance to help team members grow.
  • Support the Escalation Manager with technical resources and serve as the escalation contact for high-severity issues.
  • Contribute to team meeting agendas and encourage strong attendance.
  • Provide guidance and support to ensure the personal well-being of the team.
  • Back up your peer Team Leads and the Support Manager during their absence.

Administrative & Operational Tasks

  • Ensure we maintain adequate support coverage to meet all response time goals.
  • Manage day-to-day administrative tasks such as vacation planning, on-call duty scheduling, and phone queue coverage.
  • Oversee queue management, including prioritizing work, assigning cases based on technical expertise, and validating entitlements.
  • Improve customer service by keeping track of complex cases and focusing resources on large, key accounts.
  • Identify opportunities for continuous improvement within our processes, including CRM functionality (Salesforce).
  • Schedule relevant training sessions and raise hardware / access requirements (e.g., Public Cloud).
  • Engage with technical leaders and coordinate with the respective manager to ensure smooth operations.

    • Qualifications

  • Location : Candidate located in Singapore, Kuala Lumpur, or Sydney.
  • Experience : At least 3–5 years in a Customer Support role and at least 3–5 years in a leadership role.
  • Technical Background : Strong IT background, with a preference for Linux and open-source technologies; ability to understand implications of technical complexity, especially in high-visibility cases.
  • Business Acumen : Strong business acumen and knowledge of internal processes; familiarity with subscriptions and support levels is a plus.
  • Communication : Exemplary leadership and communication skills.
  • Availability : Must be able to start at 7 : 00 AM Singapore time.

    • What We Offer

    We empower you to be bold, driving your career to create the future you want. We celebrate and reward your achievements. SUSE is a dynamic environment evolving rapidly, requiring agility and an open mind. This is a compelling opportunity to join us as we continue to scale and prosper. If you\u2019re a big thinker, obsessed by execution and thrive in a dynamic environment in which you can tangibly create a lasting legacy, then please apply now!

    SUSE Values

  • Choice
  • Innovation
  • Trust
  • Community

    • Role Details

  • Seniority level : Mid-Senior level
  • Employment type : Full-time
  • Job function : Information Technology
  • Industries : Software Development

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    Buat amaran kerja untuk carian ini

    Customer Support • Kuala Lumpur, Kuala Lumpur, Malaysia