Customer Support Technical Lead L3 - Nyon, Schweiz - beqom

beqom

Geprüftes Unternehmen

Nyon, Schweiz

vor 1 Woche

Geschrieben von:

Lena Schneider

beBee Recruiter

Beschreibung

Company Overview

Are you passionate and hardworking? Do you thrive in an entrepreneurial environment? beqom is a fast-growing global enterprise software company.

We focus on managing compensation and performance for the world's largest companies. This means we work with the most exciting brands worldwide to support mission-critical business processes. We help our customers attract, retain, and motivate talent by offering their employees fair, transparent, and effective compensation. In that way, we help companies succeed while making their people happy.

At beqom, you'll be surrounded by passionate, hardworking, and smart individuals that are dedicated to our mission of making people happy.

If that sounds inspiring to you, let's get in touch

Job purpose

In the role of a Customer Support Technical Lead L3, you will be part of our global organisation and will be serving our customer base by managing their L3 incidents.

You will be supporting beqom's solution and its underlying ecosystem. You will own customers' escalations, coordination with Engineering and Ops as well as incident resolution until the end. You will be a technical reference and mentor for L1 and L2 levels.

Duties and responsibilities

Become a solution expert
Manage complex issues escalated from L
Manage CritSits and organize "war rooms" with the right stakeholders (internal and external)
Be on top of and followup on communications related to a CritSits until resolution
Own the creation of tickets in JIRA for Engineering and Product and followup on them until resolution
Be a reference in your field of expertise for Support members and other people in the company
Identify, absorb and manage simple to medium tasks that can be onboarded into Support from elsewhere (Engineering, Ops, Architects, etc.)
Help onboard, train and mentor engineers from lower Support levels
Organize and deliver trainings when necessary
Be able to provide remote oncall shifts to make sure our customers are happy

Must have

Extensive experience in troubleshooting and working with SSRS, SSIS, MS SQL Server and Microsoft BI
Analytical thinking and the ability to understand complex problems quickly
Structured and solutionoriented way of working, even under pressure
Experience with Support & ITIL processes
Selfconfident to drive conversations with customers
Fluent in English
A selfstarter and proactive mindset

Why join us?