Application Support Team Lead

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

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 support to our customers using Zendesk that report issues via our customer-facing applications.
• 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.

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 

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 your team, you may have the option to work full-time from the office as an "Office Bee," part-time from the office as a "Nomad," or full-time from home as a "Homey." 
• We take care of our people and initiate many social get-togethers from Friday Bars a to Summer or Christmas parties. We have fun  
• 200 great colleagues in the Valencia office belonging to different business departments  
• Excellent location in cool and modern offices in the city center, with a great rooftop terrace and a view over the Town Hall Square 
• Private health insurance 
• Working in an international environment—more than 20 different nationalities 
• A dog friendly atmosphere  

• Big kitchen with access to organic fruits, nuts and biscuits and coffee. 
• Social area and game room (foosball table, darts, and board games) 
• Bike and car parking  visit our website

At LanguageWire, we want to wire the world together with language. Why? Because we want to help people & businesses simplify communication. We are fueled by the most advanced technology (AI) and our goal is to make customer's lives easier by simplifying their communication with any audience across the globe.  

Our values drive our behavior 

We are curious. We are trustworthy. We are caring. We are ambitious.  

At LanguageWire, we are curious and intrigued by what we don’t understand. We believe relationships are based on honesty and responsibility, and being trustworthy reinforces an open, humble, and honest way of communicating. We are caring and respect each other personally and professionally. We encourage authentic collaboration, invite feedback and a positive social environment. Our desire to learn, build, and share knowledge is a natural part of our corporate culture. 

Working at LanguageWire — why we like it:   

“Once the purpose & values project had been rolled out, I felt a stronger connection and more engaged. Within our team, we care for each other, help each other on tasks, projects and we value different opinions. We truly lift each other up to be our best and ambitiously strive towards constantly improving on a professional and personal level.“ 

(Patrick, Application Support Team Lead, Valencia) 

In LanguageWire, we believe diversity in gender, age, background, and culture is essential for our growth. Therefore, we are committed to creating a culture that incorporates diverse perspectives and expertise in our everyday work. 

LanguageWire’s recruitment process is designed to be transparent and fair for all candidates. We encourage candidates of all backgrounds to apply, and we ensure that candidates are provided with an equal opportunity to demonstrate their competencies and skills. 

We can’t wait to meet you So, why wait 'til tomorrow? Apply today  

If you want to know more about LanguageWire, we encourage you to visit our website