Apryse

Support Engineer

• Apryse is seeking a skilled and highly motivated Technical Support Analyst – Team Lead with supervisory and technical support experience to join our dynamic team.
• As a Technical Support Analyst – Team Lead, you will play a crucial role in supervising a growing team of Support Analysts in their efforts to provide world-class support services.
• Provide day-to-day leadership and supervision to a multi-national team.
• Hold team to performance goals and objectives, assist in regular performance evaluations, and implement strategies for continuous improvement.
• Foster a positive team culture that encourages collaboration, knowledge sharing, and high-quality customer service.
• Serve as an internal and external escalation point for complex technical issues, providing expertise and guidance to the team.
• Collaborate with cross-functional teams, including developers, product managers, and quality assurance, to ensure effective troubleshooting and issue resolution.
• Maintain a deep understanding of our products, their features, and their integration within various software environments.
• Investigate and resolve customer issues promptly and efficiently, ensuring customer satisfaction and adherence to service level agreements (SLAs).
• Offer support to customers, assisting with a variety of products ranging including No-Code products, Low code products, and SDK products.
• Provide technical documentation and training, troubleshooting guides, and FAQs, for both internal and external audiences.
• Identify opportunities to improve support processes, tools, and systems to enhance efficiency and customer satisfaction.
• Analyze support trends and customer feedback to identify common issues and drive proactive solutions.
• Collaborate with leaders and stakeholders to advocate for customer needs and contribute to the product roadmap.
• Manage multiple ongoing issues, triaging appropriately based on severity and impact.

Technical Support Analyst – Team Lead

Account Executive

• Qualify and manage marketing-generated inbound sales leads through the full sales cycle.
• Identify & target prospects in the US and Canada or LATAM territory via prospecting.
• Work closely with Solution Engineers in gathering requirements and proposing high value solutions.
• Gain a deep understanding of the strengths and weaknesses of competing products, and effectively illustrate the value of our high-quality/market-leading solutions to prospects.
• Recognize high value sales opportunities, and work with prospects on GTM strategy that will yield a win-win partnership.
• Effectively gather intelligence on markets, prospects, and competition using various resources.
• Meet or exceed quota expectations.