Technical Support Lead

Emanate Technology Adelaide is partnering with a leading AI software start-up focused on helping companies become more effective in their sales and marketing and more competitive in the markets they serve.
Growing rapidly they are looking for an experienced Technical Support Lead to join the team on a full-time, permanent basis.

The role:

As Technical Support Lead, you will lead a professional, fast paced and friendly team of Application Support Specialists and be responsible for ensuring an smooth running of the client-side application.

Responsibilities:

• Team Leadership: Lead and coordinate the technical support team with a focus on customer excellence and continuous improvement. 
• Operations Management: Manage the day-to-day operations priorities to ensure customer SLA’s and support needs are met.
• Incident Management and Resolution: Effectively manage, triage and escalate support tickets and undertake root cause analysis to minimise risk.
• Infrastructure Management and Support (AWS Cloud)
• Client Engagement: Liaise with customers to manage expectations and ensure excellent customer experience.

To be considered, you will ideally bring:

• 5+ years experience working in a SaaS environment as developer or application support specialist.
• Proficiency with Atlassian suite including Jira and Confluence.
• 3+ years experience managing AWS (ideally) or Azure Cloud infrastructure.
• 3 + years experience in Linux system.
• Customer- first approach
• Excellent verbal and written communication skills
• Great team player

Culture & Benefits:

• Great Place to Work® certified
• Great team, great culture and great customers.
• Competitive Remuneration Package $$$ 
• Career growth opportunity

If you love a challenge and want to work with a team of dedicated and passionate professionals, we would love to hear from you.
 

Please note, ALL applicants must be and reside in Adelaide at the time of application. No Sponsorship available.