Team Lead, Technical Support at Moniepoint Inc.

About The Role

• We are seeking an experienced Technical Support Engineer Team Lead to lead a team of technical support engineers responsible for the stability, integrity, and performance of our enterprise-level applications and services. The ideal candidate will not only oversee day-to-day support operations but also enhance monitoring systems, streamline incident management, and ensure top-tier customer support experiences. This role is crucial for minimizing escalations, resolving issues proactively, and improving team efficiency in a 24/7 environment.

Responsibilities

Team Leadership

• Lead, mentor, and manage a team of technical support engineers to deliver high-quality support for enterprise applications.
• Foster a collaborative team environment and provide professional growth opportunities.

Monitoring and Observability

• Design and implement in-depth monitoring and observability frameworks for applications and services.
• Ensure timely detection and resolution of performance or availability issues using tools like Grafana, New Relic, or Datadog.
• Escalation Management

Act as an escalation point for complex customer issues handled by technical support engineers.

• Proactively address escalations to ensure customer satisfaction and timely resolution.
• On-Call Schedule Oversight
• Manage and oversee the 24/7 on-call schedule, ensuring continuous support availability.
• Ensure on-call engineers are prepared and equipped to handle incidents effectively.

Incident Management

• Lead the creation and maintenance of incident runbooks to guide the team during critical situations.
• Act as an incident manager when required, stepping in for unavailable engineers or during high-severity incidents.

Incident Resolution Improvements

• Drive efforts to increase the number of incidents resolved by support engineers, reducing the need for escalations.
• Collaborate with engineers to analyze root causes and implement permanent fixes to recurring issues.
• Documentation and Knowledge Sharing
• Lead the team in documenting processes, workflows, and incident resolutions.
• Ensure that documentation is up-to-date, comprehensive, and accessible.

Stakeholder Collaboration

• Work closely with product and engineering teams to address bugs, enhance system resilience, and support infrastructure optimization efforts.

Requirements

Experience:

• Minimum of 5 years supporting enterprise applications in a technical support or similar role.
• At least 2 years of experience leading a team in a technical capacity.

Technical Skills:

• Expertise in cloud infrastructure setup, Kubernetes-managed environments, and container orchestration.
• Strong familiarity with application performance monitoring tools like New Relic or Datadog.
• Experience setting up and managing monitoring dashboards using Grafana.
• Proficiency in troubleshooting using stack traces, log files, and APIs.
• Knowledge of SQL databases (e.g., MySQL) and basic programming or scripting concepts.

Additional Requirements:

• Strong organizational skills with the ability to manage team schedules and priorities.
• Experience being on-call and managing escalations in a high-pressure environment.
• Excellent communication and stakeholder management skills.
• Familiarity with continuous integration/delivery principles and network troubleshooting tools.