Technical Support Lead

hace 4 semanas

Barcelona, Barcelona, España Abitu A tiempo completo
Join Our Team as a Technical Support Lead

We are WIRIS, a software development company based in Barcelona and Long Beach, California. Our mission is to make people's STEM work more meaningful by developing tools for the education, scientific, and publishing communities.

Key Responsibilities:
  • Team Management: Identify and handle team needs, flaws, and blocks. Lead the team towards goals and targets.
  • Team tasks assignment and prioritization. Coordinate the team time table.
  • Participate in the team's Training Plan definition. Coach and train team members as necessary.
  • Provide feedback both to the team and to the reporting chain. Conduct the team members Performance Reviews and feed them with motivation and inspiration.
  • Set and monitor targets for the team, focusing on improving performance and providing the necessary knowledge to ensure that SLAs are met.
  • Follow up closely technical escalations. Monitor team performance and metrics.
  • Ensure that all customer inquiries and issues are solved correctly and professionally.
  • Review, maintain and coordinate (when necessary) our public documentation and all technical support related processes and internal documentation.
  • Supervise the communication standards and protocols to guarantee the customer service quality.
  • Supervise and take over customer complaints when at high risk.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Assist and provide the product squads with customer feedback when required or proactively spotted an unsatisfied need or issue.
Requirements:
  • Basic programming knowledge.
  • Basic technological infrastructure knowledge (cloud & on-premises services, client/server architecture, HTTP APIs...).
  • Technical writing skills to create, review and maintain technical documentation from our internal development documentation.
  • Communication and training skills.
  • Leadership and management experience.
  • Assertive communication when dealing and coordinating with other teams.
  • Advanced programming knowledge of our stack (JavaScript, TypeScript, PHP, Java, Rust, .NET, Python...) is a plus.
  • Fluent in Spanish and English (spoken and written). Other languages are welcome.
What We Offer:
  • Full-time permanent position.
  • Competitive salary + optional flex salary plan.
  • Flexible working hours and a hybrid work environment.

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