Support Engineer

• Lead, mentor, and motivate Technical Support Executives
• Conduct team meetings, training sessions, and performance reviews
• Monitor SLA adherence, ticket resolution times, and customer satisfaction metrics
• Implement corrective actions to improve team performance
• Troubleshoot and resolve complex issues involving content management systems, network configurations, printers, and SaaS platforms
• Act as the primary escalation point for complex technical and product-related issues
• Oversee support queries received via phone, email, WhatsApp, and live chat
• Ensure queries are accurately logged, tracked, categorized, audited, and resolved within SLAs
• Liaise with product development, engineering, operations, Country Operations, and Level 3 Technical teams
• Identify incident root causes and communicate them to stakeholders
• Analyze support trends and recommend process improvements
• Complete quality analysis, response audits, and management reports
• Develop knowledge base articles, troubleshooting guides, and training materials
• Maintain stakeholder relationships and address client concerns and feedback
• Collaborate with Account Managers to resolve technical, billing, payment, and account-related queries
• Undertake other duties assigned in support of business needs

Explore Team Lead – Global Technical Support at Delivery Hero. Review requirements and application details.