Support System Engineering Lead at pycs

Job Overview:

• We are seeking a seasoned Support System Engineering Lead with a strong background in technical support, preferably within software, payments, or financial services. The ideal candidate will lead our team of system support specialists, driving excellence, innovation, and customer satisfaction.

Key Responsibilities:

• Lead a dynamic team of system support specialists, promoting a culture of high performance, innovation, and customer focus.
• Serve as the primary escalation point for resolving complex technical issues promptly.
• Apply coding and technical skills for problem-solving, task automation, and system enhancements.
• Maintain and update the technical knowledge base to support customers and the internal team effectively.
• Work collaboratively with other departments to drive system improvements and ensure seamless service delivery.
• Manage our technical infrastructure and tools with an eye for scalability and security.
• Develop policies and processes to boost team efficiency and enhance customer service.

Additional Responsibilities:

• Oversee customer onboarding, ensuring a smooth transition and integration.
• Encourage cross-department collaboration to foster innovation and continuous improvement.
• Cultivate strong customer relationships, aiming for high satisfaction and loyalty.

Qualifications:

• Bachelor's Degree in Computer Science or a related field.
• At least 5 years of experience in technical support, with a minimum of 2 years in a leadership role, preferably in the financial services or payments industry.
• Proficient in Windows and Linux OS, SQL, and C# (.Net, .Net Core); read and write code at a basic level for debugging purposes.
• Exceptional leadership skills with the ability to mentor and motivate a technical support team.
• Strong analytical, problem-solving, and communication skills.
• Experience with cloud services, IT service management, and incident management tools.

Performance Evaluation KPIs:

• System uptime and reliability.
• Quick and effective incident resolution.
• High customer satisfaction and feedback.
• Successful management and improvement of change processes.
• Team performance and professional growth.