IRIS Software Group

Support Engineer

• Lead the Technical and Scripting Support Team day to day
• Coordinate workloads, priorities and technical direction
• Coach analysts through feedback, case reviews and hands-on problem solving
• Act as the first escalation point for complex customer issues
• Help ensure agreed service levels (SLAs) are met
• Scope, prioritise, test and deliver custom scripting requests
• Write and review code using Swipeclock’s proprietary scripting language
• Troubleshoot issues across software, time-clock hardware, APIs, networking and third-party integrations
• Improve case quality in Salesforce Service Cloud
• Lead bug triage and coordinate software defect investigations with Development
• Collaborate with Product, Development, Customer Success and Professional Services
• Use Salesforce reports and dashboards to monitor service levels, backlog, escalations, quality and customer outcomes
• Build reusable knowledge, documentation and working practices
• Participate in holiday and weekend on-call rotation
• Support customers and Channel Partners using Swipeclock Workforce Management products

Explore Technical Support Team Lead at IRIS Software Group. Review requirements and application details.

Open roles

Technical Support Team Lead