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Application Support Team Lead

hace 4 semanas

Valencia, España LanguageWire A tiempo completo

Do you have a strong technical background, enjoy working with people, developing new talent and the experience to make your teammates excel in their tasks? Do you want to be part of a fast-growing IT company with multiple locations across the world? Do you love collaborating with both customers and colleagues solving issues? Then enroll in our team as an Application Support Team Lead

**The role you will play**:
As the Application support Team Lead you will have the unique opportunity to lead one of our most important tech teams that provides support for all the products of the LanguageWire ecosystem.
Thousands of high-profile enterprise customers use the platform to manage their translation projects where hundreds of millions of words are translated yearly into more than 700 language pairs using AI based natural language processing services. The LanguageWire Operations team and a community of more than 7000 linguistic experts rely on it to do their job 24x7 from all locations across the world.
As Application Support Team Lead, you will have the chance to build and lead a dedicated team providing excellent support for our products for the best user experience.
The team you will be a part of
Reporting to our Director of engineering, you will work closely with our two Development Team Leads within the Tribe and join one of our most important tech tribes tasked with building the product, the Core Platform tribe.
The tribe consists of three tech teams with 18 dedicated developers, QA and Support colleagues based either in Valencia, remote or our other offices in Copenhagen (HQ), Kyiv, Gdansk and Leuven that work during EU working hours.
There is also a strong cross-team collaboration with Content Engineering and Development teams from other tribes building microservices used within the platform and they are also distributed in the same way as the Core Platform tribe colleagues.
If you want to make a difference, make it with us by
- Building a strong Application support team by recruiting and onboarding new talent.
- Leading your team in personal and professional growth ensuring they have what they need to succeed.
- Taking ownership of tickets related to end-users and Internal Applications using our ticketing systems(s).
- Identifying and escalating incidents, resolving tickets, re-assigning tickets to relevant engineers and tribes
- Handling internal stakeholder communication about incidents and their resolution.
- Providing 2nd Level support by identifying, prioritizing, reproducing, and creating bug reports and following up with developers etc.
- Acting as the link between the business, our developers, and quality assurance by developing core product knowledge and creating and updating internal documentation.
- Calculating metrics (KPIs), defining, and tracking OKR’s.

In one year, you will know you were successful if
- You will have successfully hired and on-boarded the remaining team members completing the new team
- You have built your internal network in the organization to be efficient in your role.

**Desired experience and competencies**:
What does it take to work for LanguageWire?
You are fluent in English and take immense pride in swift incident resolution and communication. The products that you will support have both backend and frontend features, utilizing microservices and cloud technology.
What you will need to bring
- At least 2 years’ experience in Team lead position
- Able to motivate and engage with engineers. You must be a likeable person
- Experience with customer ticketing systems like Zendesk, Freshdesk, Jitbit.
- Basic understanding and usage of SQL, Logging tools, APIs, and tools.
- Ability to understand new systems and technologies quickly.
- Ability to see the bigger picture and to think outside the box.
- Structured and able to organize to also make it easier to prioritize correctly.
- Good communicator (able to communicate effectively and work remotely with the offices and colleagues based in different countries/time zones)
- Fluent in spoken and written English

This will make you stand out
- Experience working for a tech enabled LSP before
- Experience with software task management systems like JIRA, TFS, Azure DevOps

**What are the perks?**:
We don't stand still. We don’t look back; we drive forward
Are you the next Wire in our community? Consider a career with LanguageWire, and let’s realize your potential together. These are some of the perks of becoming a Wire...
- Enjoy flat hierarchies, responsibility and freedom, direct feedback, and room to stand up for your own ideas
- Internal development opportunities, ongoing support from your People Partner, and an inclusive and fun company culture
- International company with over 400 employees. Offices in Copenhagen, Aarhus, Stockholm, Varberg, London, Leuven, Lille, Paris, Munich, Hamburg, Zurich, Kiev, Gdansk, Atlanta, Finland and Valencia
- We offer flexible work options tailored to how you work best. Depending on