Technical Support Lead Job Description

Technical Support Lead Job Description

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Technical support lead provides support and servicing for a wide range of complex railway asset condition monitoring / measurement systems.

Technical Support Lead Duties & Responsibilities

To write an effective technical support lead job description, begin by listing detailed duties, responsibilities and expectations. We have included technical support lead job description templates that you can modify and use.

Sample responsibilities for this position include:

Developing and implementing scalable solutions to give VIP/PLG access to Enterprise Customers
Deliver Quarterly Customer Newsletters, Delivered to the SAM’s to be presented for their QBR’s
100% integration of new M&A starting with analysis of the acquisition, recommendations on resourcing/coverage
Create quarterly (min one) best practices to drive adoption in Product/Area of focus as defined in conjunction with DSS/SAM/IM
Leveraging the Project Coordinators to continuously mine Customer usage patterns, gaps in knowledge, areas for improvement (higher volumes of how-to, lower areas of adoption) and creating monthly live and on-demand events
Deliver quarterly roadmap conversations for EP Customers
Plan, organize, and facilitate Corporate EP facing Product events such as AU, Siggraph Define required content, engage with PLG, facilitate, communicate and ensure attendance
In conjunction with the Program team, moderate and engage with Customers via the Forums
Create and deliver quarterly Customer Insights to PLG & ISM, tracking and closing the loop on all actions
Understand and communicate current and future product release plans to Product Support

Technical Support Lead Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Technical Support Lead

List any licenses or certifications required by the position: ITIL, CCNA, MCSE, CCIE, CCNP, UNIX, X.509, SSH, CFSR, KCS

Education for Technical Support Lead

Typically a job would require a certain level of education.

Employers hiring for the technical support lead job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Engineering, Electrical Engineering, Technology, Management, Education, Information Technology, Business, Information Systems

Skills for Technical Support Lead

Desired skills for technical support lead include:

European Train Control System
Fixed Transmission Network
GSM-R
One of the railway signalling domain: Interlocking
Railway operation
Traffic Management System
Methodologies and tools
TCP/IP
Areas driving restoration of service with support teams
Data center infrastructure and operating systems

Desired experience for technical support lead includes:

Must be able to effectively communicate and manage on and off-shore teams
Flexible with a service orientated attitude to work and willing to be on-call as and when required
Ensure consistent coverage expectations are set with the ISM teams, conversely working with the Industry directors to ensure resource expectations are set to match requirements, creating business models and negotiating with Product Teams as necessary
Drive resolution of customer satisfaction issues with Product Teams as necessary
MUST like to be on the phone with customers for an extended amount of time
This role provides strategic project management and technical subject matter expertise driving the execution of key Operations initiatives and activities, ensuring timely delivery in support of critical business success measurement goals as defined in Operations

Technical Support Lead Examples

1

Technical Support Lead Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of technical support lead. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technical support lead
  • Own incident management and be the first point of contact for Major Incident process
  • Support a culture of operational and service excellence to drive increased efficiency and effectiveness
  • Engage with Service Delivery team and Support team to drive process and tools improvements
  • Recommend, implement and measure the effective solutions to change requests from business
  • Implement best practice procedures for the on-going management of technology services
  • Assess quality of delivery and time commitments
  • Manage all new and release-related Service Transition activities (ensure the Operations team is always prepared!)
  • Partner with HP IT delivery teams as appropriate to understand the strategic direction / priorities of the organization relative to Release and Change Management
  • Develop strong relationships with external customers by working directly with the customer operations team and test team towards successful deployment of the system
  • Develop strong relationships with internal engineering team and use their guidance in resolving field issues
Qualifications for technical support lead
  • Provide technical instruction and assistance to customers regarding installation, operation, and maintenance over the phone and at customer locations
  • Plan, prepare and/or instruct both internal and external training programs as required, to impart and perpetuate product knowledge in area of specialization
  • Maintain reliable reporting and tracking systems to utilize system and field data
  • Maintain knowledge of both internal and external ticket system to the extent required for timely and accurate input of customer call information
  • Bachelor degree required, preferably engineering or engineering technology
  • 3-5 years in product support, engineering, marketing or sales required
2

Technical Support Lead Job Description

Job Description Example
Our growing company is looking for a technical support lead. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technical support lead
  • Effectively manages competing priorities and demands
  • Proactively communicates with customers and other relevant parties
  • Understands customer requirements and follows through to ensure satisfaction
  • Gathers facts, asks appropriate questions to resolve problems based on sound judgment
  • Knows when and how to escalate issues in a professional manner
  • Demonstrates ability to efficiently and effectively find answers to questions
  • Use tracking and analysis tools as applicable
  • Effectively utilizes available data sources and performance tools (ex
  • Provide mentoring and guidance for employees promote teamwork when providing solutions to clients of a non-routine nature
  • Participate to the correct execution of the site testing by verifying the steps in Test Procedures
Qualifications for technical support lead
  • 2 years of systems integration experience within a Java environment is highly preferred
  • Experience in Agile development methods and running SCRUMs
  • Demonstrable ability to ensure support teams’ readiness across multiple projects delivered in monthly code releases
  • Customer focus and a proven pro-active approach, ability to understand and define customer
  • Bachelor’s degree, preferably in Computer Science/Engineering OR “STEM” Majors (Science, Technology, Engineering and Math) or equivalent work experience
  • 5+ years of experience of Smallworld products in a support or projects role is essential
3

Technical Support Lead Job Description

Job Description Example
Our company is looking for a technical support lead. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technical support lead
  • Work with manager and customers to ensure that the team prioritises critical backup issues
  • Be flexible when the business requires, to deal with critical customer issues outside of business hours, including availability for on-call
  • Coordination of support tasks and tickets
  • Providing pre-sales and after-sales support such as technical provisioning of new customers
  • Providing product education and advice to support team / sales team / customers
  • Projects (ongoing service improvements) such as customer migration projects
  • Manages individual workflow and maintains current ticket queue and quality assurance
  • Provides guidance and mentoring for lower level representatives
  • Work with external service provider to monitor volumes of calls, emails, trouble tickets and escalations and redistribute as needed to support attainment of operational goals
  • Help build new support team and identify development needs of team members, leading and mentoring by example
Qualifications for technical support lead
  • Experience of Agile software methodolgy
  • Proven ability for troubleshooting and problem solving complex issues
  • Working knowledge of computer network infrastructure devices (routers, switches, ) and the application of those devices in enterprise networks
  • Acting as an escalation point for duty managers, sales and account management teams
  • Reporting on overall support service performance daily, weekly, monthly and quarterly as required
  • Performing queue management activities and assisting in evaluating individual and team performance
4

Technical Support Lead Job Description

Job Description Example
Our growing company is looking for a technical support lead. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for technical support lead
  • Ensure exceptional customer service, including total contact ownership and increased efficiency of incident, service requests and problem resolution
  • Analyze root causes of operational malfunctions and provide resolutions
  • Contribute to business meetings and report on issue status
  • With the VP of ERDW - Manage 3rd-party vendors as an integral part of the team's activities
  • Work with the development team, the network operations team and the outsourced environment support team identify gaps and challenging problems faced within the systems and environment
  • Administer and oversee the deployment and collection procedures for all laptop and workstation purchases and replacements
  • Configure, deploy, retire, troubleshoot and repair Macintosh and Windows laptops, desktops and peripherals
  • Provide immediate support for all classroom related issues
  • Provide guidance and feedback to users on the operation of their technology and best practices
  • Work closely with other ITS staff and departments to troubleshoot and resolve problems
Qualifications for technical support lead
  • Willingness and ability to travel (10% typical, 25% max)
  • Solid Human Capital Management domain knowledge
  • Bachelor’s degree in a cyber technical discipline
  • Experience in customer service / customer support environment
  • Demonstrated ability to effectively control and participate in multiple projects of varying priorities in a consistently professional manner
  • 2 years of technical, trade school, or college course in a technical field
5

Technical Support Lead Job Description

Job Description Example
Our innovative and growing company is hiring for a technical support lead. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support lead
  • Use and maintain software and databases appropriately
  • Participate in new product training as required when new products are launched
  • Comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position
  • Train new Technical Support Representatives, as assigned
  • Support, provide guidance, mentor and help train both TSR I and TSR II representatives
  • Assist with difficult customer situations, either by guiding TSR I and TSR II in how to handle or handling themselves
  • May have responsibility for assisting the Manager in carrying out certain aspects of the Manager’s responsibilities
  • While you have no direct reports in this role, you are looked to as a Team Leader who helps the team perform at the highest levels
  • Accept escalated phone calls, chat sessions and emails from Technical Support Specialists
  • Provide training to team members as directed by the Technical Support Manager
Qualifications for technical support lead
  • Out of box / creative thinking to resolve issues
  • Graduate degree in Engineering / Sciences
  • Should have been a Senior TSE or above for at least 2 years
  • He/she must be willing to work in shifts (including night shift)
  • Bachelor’s degree, preferably in a technical field (Engineering, Physics, Mathematics, Computer Science)
  • Eager to help others

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