Support Coordination Lead

We’re seeking a Support Coordination Lead to elevate our support services and deliver outstanding client experiences. You’ll manage onboarding/offboarding, address incidents, create RCAs and reports, update support documentation, handle schedules, and guide our engineers. You’ll also engage in presales, using your tech skills to solve problems and delight clients. Staying current with tech trends is a must to keep our team ahead.

Key Responsibilities:
• Onboarding and Offboarding: Manage the smooth onboarding and offboarding processes for support clients.
• Incident Management: Supervise incident resolution, create Root Cause Analyses (RCAs), and compile monthly reports.
• Documentation: Update support documentation for the 1st Line and Engineering support teams.
• Team Management: Oversee support schedules and manage support engineers in a dotted line capacity.
• Presale Support: Assist in the presale process with technical expertise and problem-solving skills.
• Client Interaction: Maintain a client-facing role, ensuring exceptional service and addressing client concerns.
• Problem Solving: Address complex issues promptly and effectively.

Qualifications:
• Experience: 5+ years in support consulting or a similar role, with experience in Digital Commerce as a Project Manager.
• Technical Knowledge: Understanding of Adobe Commerce as a Solution Specialist.
• Experience in building Engineering Support Teams or DevOps support 24×7 teams is highly preferred.
• Documentation Skills: The candidate should be a lover of documenting things and very process-oriented, able to draw workflows, create policies/instructions/runbooks, etc.
• Tools Proficiency: Skills in JIRA, Confluence, Zendesk are appreciated.
• Leadership Skills: Proven ability to lead and mentor support teams.
• Communication: Excellent verbal and written communication skills.
• Analytical Skills: Strong problem-solving and analytical abilities

Why Join Us?
• Impactful Role: Play a key role in driving our support services to new heights.
• Professional Growth: Opportunities for continuous learning and development.
• Collaborative Environment: Work with a dynamic and supportive team.
• Innovative Projects: Engage in cutting-edge projects and initiatives.

If you are ready to make a significant impact and lead our support services, we would love to hear from you. Apply now to join us as the Support Coordination Lead and be part of our journey towards excellence.