Support Engineer

• Execute comprehensive communication plans for support operations, coordinating with development, compliance, customer success, and executive teams to ensure aligned service delivery.
• Demonstrate ability to recognize and hire talent that strengthens the support organization, identifying candidates with strong technical troubleshooting skills and customer service orientation.
• Use both objective and subjective measurements to guide staff ratings and development plans, ensuring team members receive appropriate feedback and career growth opportunities.
• Create appropriate staff level development goals that align with individual capabilities and support team objectives while fostering technical skill advancement.
• Handle critical conversations with staff regarding performance, escalations, customer feedback, and professional development in a constructive and supportive manner.
• Effectively mentor and improve technical and customer service skills appropriate to each team member's level, ensuring continuous development in troubleshooting and platform expertise.
• Set accurate time estimates for support activities assigned to the team, ensuring realistic planning for incident resolution and project support commitments.
• Maintain accountability for work product of the team, ensuring all support deliverables meet quality standards and customer satisfaction requirements.
• Delegate effectively, distributing support cases and projects based on individual strengths and development needs while maintaining oversight and guidance.
• Maintain team's effectiveness, quality, and morale during high-pressure periods, platform outages, and organizational changes affecting support operations.
• Oversee comprehensive job monitoring and system health surveillance for payroll tax platforms, ensuring proactive identification of performance issues and potential service disruptions.
• Manage incident triage processes to ensure proper prioritization, escalation, and resolution of platform issues while maintaining customer communication and expectation management.
• Coordinate ad-hoc analysis and investigation of platform anomalies, performance issues, and customer-reported problems to identify root causes and prevent recurrence.
• Lead customer ticket support operations including assignment, tracking, resolution, and customer communication to ensure timely and satisfactory problem resolution.
• Implement AI tools and automation to enhance support efficiency, automate routine tasks, and improve incident detection and resolution capabilities.
• Ensure established standards and best practices are consistently used across all support activities, incident management, and customer interactions.
• Communicate successes of individuals and the team effectively to senior leadership, highlighting support achievements and customer satisfaction improvements.
• Provide innovation and process improvement guidance to enhance support methodologies, reduce resolution times, and improve overall platform reliability.

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