Lead Technical Support Specialist (Merchant Digital Solutions)

What you’ll Do:

• Provide Expert Level 2 Technical Support: Take ownership of complex technical issues, using advanced tools such as Grafana, ElasticSearch, and Kibana to diagnose and resolve problems.
• Lead Process Improvement Initiatives: Identify and address inefficiencies in the support process, develop SOPs, train Tier 1 support staff, and collaborate with the engineering team to implement long-term solutions.
• Collaborate with Teams: Act as a liaison between the support team and the engineering team, ensuring that critical issues are escalated and resolved quickly and that feedback is incorporated into product development.
• Manage Incidents: Step up as an Incident Manager when required, understanding the customer impact, coordinating with relevant teams, and ensuring that incidents are resolved with minimal disruption to customers.
• Contribute to Knowledge Base: Contribute to and refine technical documentation, creating comprehensive resources for both internal teams and customers.

What you’ll Need: 

• Customer Focus: Strong customer service orientation with a desire to resolve issues quickly and efficiently.
• Technical Aptitude: Proficiency or Expert in operating systems, networks, SQL, and tools like Grafana, ElasticSearch, and Kibana, with a track record of resolving complex technical issues.
• Problem-Solving Skills: Logical thinker with the ability to analyze issues and identify root causes effectively.
• Communication Skills: Ability to communicate technical concepts clearly and concisely to both technical and non-technical stakeholders. Good written and verbal communication skills in English.
• Incident Management: Experience managing incidents, including understanding customer impact, coordinating with multiple teams, and driving resolutions quickly and effectively.
• Shift Work: Able to work shifts and on weekends including holidays (a rotation basis).

Preferred Qualifications:

• Process Improvement Focus: Demonstrated ability to identify process gaps and implement effective solutions, reducing the volume of escalations and improving overall support efficiency.
• Leadership and Mentorship Skills: Experience mentoring junior staff and leading initiatives to enhance team performance.
• Prior experience in the Merchant Business: Extensive experience in the food delivery industry, specifically in understanding restaurant operations, POS systems, or order management from the restaurant’s perspective, with an understanding of their unique challenges and expectations.