As a Global Support Team Lead, you will be responsible for providing leadership and direction to a global team of Technical Support Engineers who are in charge of technical product support to our customers.

You will be supervising, coaching, and guiding  in regard to daily operations. You will also create strategies and processes for your team to meet Tipalti objectives and goals. You will ensure that your team provides quick and thorough troubleshooting and high-quality, effective resolution of challenging issues reported by the operation teams.

Responsibilities:
Lead a global team of experienced engineers who provide database and web application based technical support to internal Ops teams
Monitor team KPIs to ensure Service Level Agreements and Customer Satisfaction are met as well as other goals
Initiate, plan and execute cross-functional projects as required
Act as a focal point for all internal Tipalti teams which includes Developers, Product, Implementation, Customer Support, and Customer Success.
Mentor team members – identify areas for continued learning and development and define career paths through personal meetings and yearly reviews
Prioritize and address critical issues raised by the Ops teams
Independently handle complex issues while keeping Support and other stakeholders informed
Develop and implement procedures, methods, and processes to keep operational efficiency
Ensure knowledge is documented in the Confluence and drive knowledge transfer from your team to other functions in the organization

Requirements:

3 or more years of technical support engineering experience
2 or more years managing people or as a Team Lead
Experience working with global Operation teams - Advantage
Deep knowledge of technical support-related performance indicators and Service Level Agreements (SLA’s)
Excellent communication, project management, and multi-tasking skills.
Passion for customer service, relationship building, and self-learning
Experience recruiting, mentoring, developing, and motivating engineering teams
Proven ability to read, debug, and understand web applications, API calls, XML, and JSON files
Proven experience with databases and high-level SQL queries
Excellent written and verbal communication skills in English
Flexibility to occasionally work outside of normal working hours
FinTech Industry experience - Advantage