XTN-0126773 | TEAM LEAD, APPLICATION SUPPORT

We are seeking a dynamic and experienced Team Manager to lead a team providing Tier 2 and Tier 3 application support for our Platform. This role combines leadership, technical expertise, and customer-centric problem-solving to ensure the stability, performance, and continuous improvement of our platform.

• • Excellent Company Culture
  • Employee Referral Incentive
  • Opportunity for promotion

• Team Management:

  • Lead and mentor a team of support engineers and analysts.
  • Manage team performance, set goals, and conduct regular reviews.
  • Coordinate with cross-functional teams including Product, Engineering, and Customer Success.
  • Ensure timely resolution of escalated issues and maintain high customer satisfaction.

  Application Support (T2/T3):

  • Provide advanced troubleshooting and root cause analysis for complex platform issues.
  • Handle escalations from Tier 1 support and ensure resolution within SLAs.
  • Collaborate with development teams to resolve bugs and deploy fixes.
  • Monitor system performance and proactively identify areas for improvement.
  • Maintain documentation for known issues, resolutions, and support procedures.

  Platform Expertise:

  • Develop deep understanding of the digital marketing platform’s architecture, features, and integrations.
  • Stay updated on new releases and assess impact on support operations.
  • Support onboarding and training of new team members on platform functionality.

  
  
  

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in application support, with at least 2 years in a leadership role.
• Strong understanding of digital marketing technologies (e.g., CRM, CMS, AdTech, Martech).
• Proficiency in troubleshooting web applications, APIs, databases, and cloud environments.
• Experience with ticketing systems (e.g., Jira, ServiceNow) and monitoring tools.
• Excellent communication, leadership, and stakeholder management skills.

• Familiarity with SaaS platforms and Agile methodologies.
• Experience with SQL, scripting languages (e.g., Python, Bash), and log analysis.
• Certifications in ITIL, Agile, or relevant technologies are a plus.