Technical Support Lead

LotusFlare is a provider of cloud-native SaaS products based in the heart of Silicon Valley. Founded by the team that helped Facebook reach over one billion users, LotusFlare was founded to make affordable mobile communications available to everyone on Earth.Today, LotusFlare focuses on designing, building, and continuously evolving a digital commerce and monetization platform that delivers valuable outcomes for enterprises. Our platform, Digital Network Operator® (DNO™) Cloud, is licensed to telecommunications services providers and supports millions of customers globally.LotusFlare has also designed and built the leading eSIM travel product - Nomad. Nomad provides global travelers with high-speed, affordable data connectivity in over 190 countries. Nomad is available as an iOS or Android app or via getnomad.app.We are looking for a Technical Support Lead to join our Customer Support team, based in Pune.Job DescriptionOversee the day-to-day operations of the support team, ensuring that service levels and response times are metHandle escalated customer issues ensuring timely resolutionCollaborate with cross-functional teams, including Project Managers, Solution Architects and developers, to address customer needs and enhance product offeringsDevelop and implement support processes, tools, and documentation to optimize the team's efficiency and effectivenessContinually assess current communication processes, propose improvements, and implement best practices with the overall goal of providing an effective and delightful customer support experienceConduct regular performance reviews, provide feedback, and identify areas for skill development and improvementAnalyze support ticket trends, identify root causes, and propose initiatives to enhance product reliability and customer satisfactionLeverage prior experience in tech support for B2B2C products to establish support metrics and KPIs, generate reports, and present findings to managementJob RequirementsPrior experience supporting B2B2C products, with a deep understanding of the unique challenges and considerations in this contextExperience working with cloud-native platforms (e.g., AWS, Azure, GCP) and virtualization technologiesProven ability to work independently, manage multiple priorities, and adapt to a fast-paced and evolving environmentExperience working with outsourced and in-house support team membersAbility to work directly with key enterprise customers during production mattersRequired SkillsBachelors/Masters degree Science/Engineering, or a significant related experience5+ years of experience in technical support or a similar customer-facing roleExcellent communication skills, with the ability to articulate technical concepts to both technical and non-technical audiencesExperience in AWS, Azure, GCP) and virtualization technologiesBenefits We Have For YouCompetitive salary packagePaid lunch (In the office)Medical InsuranceYearly bonusTraining and workshopsTop-of-the-class engineers to learn from and work withAbout LotusFlareAt LotusFlare, we attract and keep amazing people by offering two key things:Purposeful Work: Every team member sees how their efforts make a tangible, positive difference for our customers and partnersGrowth Opportunities: We provide the chance to develop professionally while mastering cutting-edge practices in cloud-native enterprise softwareFrom the beginning, our mission has been to simplify technology to create better experiences for customers. Using an “experience down” approach, which prioritizes the customer's journey at every stage of development, our Digital Network Operator™ Cloud empowers communication service providers to achieve valuable business outcomes. DNO Cloud enables communication service providers to innovate freely, reduce operational costs, monetize network assets, engage customers on all digital channels, drive customer acquisition, and increase retention.With headquarters in Santa Clara, California, and five major offices worldwide, LotusFlare serves Deutsche Telekom, T-Mobile, A1, Globe Telecom, Liberty Latin America, Singtel, and other leading enterprises around the world.Website: www.lotusflare.comLinkedIn: https://www.linkedin.com/company/lotusflareInstagram: https://www.instagram.com/lifeatlotusflare/ Twitter: https://twitter.com/lotus_flarePowered by JazzHRhhN7cQ2MBo