Lead Technical Support Specialist (Transportation)

What you’ll Do:

• Provide Level 2 Technical Support: Assist in investigating and resolving technical issues reported by customers and internal teams, escalating to senior specialists or the engineering team when necessary. Quickly acquire proficiency in essential tools such as Grafana, ElasticSearch, and Kibana, using them to diagnose and resolve issues efficiently.
• Collaborate with Teams: Work closely with Tier 1 (Customer Support) and Engineering Team to provide guidance and share knowledge, 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: Understanding of operating systems, networks, SQL, and tools like Grafana, ElasticSearch, and Kibana. A strong willingness to learn and adapt to new technologies quickly.
• 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: Ability to understand customer impact and manage incidents by 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:

• [Transportation] Prior experience in the food delivery or transportation industry, particularly in understanding the challenges and operations from the perspective of riders, such as delivery logistics, route management, or the technology used in food delivery or transportation services.