Technical Support Specialist – Weekday Overnight
Relativity
SQL
Technical Support Team Lead
Aras Corporation
full-time
Posted on:
Location: Massachusetts • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
JavaScriptSQL
About the role
- Lead a small team of Software Solution Engineers and mentor engineers responsible for addressing the full spectrum of customer issues including performance troubleshooting, diagnosing issues with customizations, product configuration etc.\n
- Troubleshoots and resolves issues with all product issues, environmental issues and customizations made by subscribers to our open development framework.\n
- Help to establish and document procedures for new software features\n
- Serve as an internal escalation point for complex and critical incidents\n
- Mentor junior team members\n
- Interact with customers as the first level of escalation\n
- Participate in collecting and defining requirements\n
- Participate in developing and testing the product\n
- Participate in customization of the product for customers\n
- As both a technical resource and a leader, the Technical Support Team Lead is one of the most challenging jobs in our organization.\n
- The main required quality of the candidate is his/her versatility. A Team Lead should be able to multi-task the responsibilities of team leadership and technical problem solving; this position provides the opportunity for professional growth in both areas.\n
- A successful candidate in this position can work on a variety of technical support tasks with competing priorities and manage expectations internally and externally as both an individual and a leader.
Requirements
- 3-5 years of experience in a Technical Support, IT or a similar role\n
- Bachelor’s degree in Computer Science, Business and/or Engineering\n
- Experience supporting Enterprise Applications\n
- Experience working in a project driven environment\n
- Working knowledge of MS Windows\n
- Excellent verbal and written communication skills\n
- Motivated by a fast paced, team environment\n
- Previous experience in a leadership or mentor capacity\n
- Comfortable in a customer facing role with the ability to communicate complex technical information and act as an escalation point\n
- Ability to work on multiple projects with competing deadlines and deliverables\n
- Must be eligible to work in the U.S.A.\n
- Technical product areas (the following are a plus):\n
- Experience with C# and JavaScript\n
- Experience with Web Application Development\n
- Experience with SQL\n
- Experience with SaaS solutions, DevOps offerings and CICD pipeline deployments
