FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing technical support teams, focusing on KPI tracking, process improvements, and customer success in a fast-paced environment. Proficient in utilizing technical skills such as Linux, SQL, and automation tools to enhance service delivery and operational efficiency.
Highest-signal resume keywords
Technical Support LeadershipKPI Tracking and AnalysisLinux and SQL ProficiencyChange ManagementCustomer Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
LinuxSQLAnsibleKubernetesRabbitMQTask AutomationNetwork TroubleshootingMechanical/Electrical DrawingsData-Driven MindsetKPI Trend Analysis
Soft Skills
Calm Under PressureStrong Partnership SkillsInfluencing ChangeOperational DisciplineAdaptability
Tools & Technologies
Control Center SoftwareDashboardsTrend ReportsCRM SystemSupport Tools
Industry Keywords
Technical SupportCustomer Success24/7 Support EnvironmentEscalation ManagementProactive Service Delivery
Tech Stack
Tools & technologiesAnsibleKubernetesLinuxRabbitMQSQL
About the role
Key responsibilities & impact- Lead and develop the Technical Support team using KPI tracking, ticket audits, and targeted coaching
- Guide customer conversations to assess downtime and reinforce effective training, engagement, and site operating practices
- Drive proactive prevention through improved processes, monitoring, and enablement
- Own change management, including integrating new support functions and implementing a new CRM system
- Lead daily shift operations, coverage, queue velocity, and SLA adherence
- Serve as Duty Manager for high-priority incidents, managing communications, resources, escalations, and coordination
- Prioritize issues based on customer impact and contractual SLAs
- Establish and manage escalation bridges
- Provide executive-level summaries to stakeholders regarding next steps, timelines, and resolution ETAs
- Own customer relationships during escalations and critical events
- Ensure effective use of support tools to measure team activity, productivity, efficiency, and quality
- Build partnerships with Engineering, Commissioning, QA, Sales, and other teams
- Drive automation and tooling enhancements with engineering and tooling teams
- Participate in initiatives involving escalated issues, customer migrations, product testing, implementations, and training
- Own post-incident reviews, root cause analysis, and KPI trend analysis
- Translate insights into process improvements, documentation, and team enablement
- Identify recurring themes and systemic issues to advance proactive service delivery
Requirements
What you’ll need- Bachelor's degree in Mechanical Engineering, Computer Science, or a related technical field preferred; equivalent technical experience considered
- Minimum of 1 year of people management or team leadership experience preferred
- Minimum of 3 years supporting customers in a complex, fast-paced technical environment
- Experience operating in a 24/7 support environment with a strong focus on customer success
- Comfortable with control center software, dashboards, trend reports, and presenting findings to stakeholders
- Strong understanding of Linux, Windows, PLCs, network troubleshooting, and mechanical/electrical drawings
- Demonstrated ability to remain calm under pressure while managing multiple high-priority issues
- Data-driven mindset with the ability to translate customer feedback into actionable improvements
- Strong partnership skills with the ability to act as a trusted advisor to customers
- Linux shell and scripting; task automation
- Ansible, Kubernetes, RabbitMQ
- SQL with ability to create and modify scripts
- Experienced leader who has operated through periods of organizational growth and increasing complexity
- Operational discipline and adaptability
- Ability to influence change collaboratively across customers and internal teams
- Technical credibility with strong people and operational leadership
- Valid driver's license and ability to drive and/or fly to client and other customer locations
- Ability to own a credit card and manage expenses personally for reimbursement
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Disability benefits
- 401K
- PTO
- Up to 15% travel may be required
- Expense reimbursement on a bi-weekly basis