Celigo

Lead Technical Support Engineer - Dev

Hyderabad, India
Node.js MongoDB
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Description

Who are we?

 

At Celigo, we are pioneering the future of application integration with novel new strategies, cutting edge technologies, and of course a diehard team that will go to any length to make your most complicated integrations just work. Our core mission at Celigo is simple: to enable independent best of breed applications to work together as one. We believe that every independent department and every business end user should always have choices when it comes to picking software, and that integration challenges should never stand in the way.

 

Location - Hyderabad, India.

 

Scope of the Role -

Celigo powers integration for a large number of customers across the globe through our Integrator.io iPaaS platform. Several millions of transactions flow through this platform on a daily basis to several destinations. We own mission critical, large scale services in the area of iPaaS for our customers. The challenges include developing and owning highly scalable services in our production environment on cloud infrastructure. 

 

We are looking for an experienced, passionate, hands-on technical support Engineering manager to build, manage and establish a strong Customer Experience Engineering organization driving world class customer results and satisfaction. Customer Experience is key to Celigo and one of our core values is “We win when our customers win”. This role is strategic and important in the growth journey of Celigo. As the product’s time-to-market decreases rapidly, this role is also responsible to ensure the existing capabilities are functioning well and provide timely solutions to our customers.

 

You will be leading the L3 Engineering support team under Engineering to lead the way of triaging issues, having P1 bridges, working with customers, bringing in relevant folks to build a team, fixing the issues with the team, etc. You will be identifying gaps in our processes and putting the right people, tools, automation, and solutions in place. You will be working with modern, large-scale services in production on cloud. You will adopt and modify this team’s charter keeping in mind the long-term goals of this organization and company’s mission. You enable the Development & QA members within your organization to deliver high quality deliverables faster, safer and in compliance with the norms set for our Company using automation, tooling and processes. 

 

Our criteria of a successful Senior Technical Support Manager is one who is an energetic leader, customer-centric, results-oriented, process and data-driven. They are also technically strong, excited to work with complex production systems, highly collaborative, innovative, passionate about our product & our customers. They will be primarily focusing on: (a) delivering value to our global customers with their team’s support; (b) identify, and work on new initiatives to enhance the team for long-term success.

 

WHAT YOU’LL DO

  • Overseeing responsibilities of the operations of Level-3 technical support team including managing SLAs, KPIs, team productivity, staffing plans, work scheduling, issue prioritization, customer communications.
  • Inspire, lead and grow a team of support engineers and help with career growth through mentoring, coaching and career guidance.
  • Provide full support coverage to our global customers round-the-clock by managing teams in different shifts.
  • Create opportunities for the team to continuously improve their product knowledge and become independent.
  • Manage customer relations for customer problems that are escalated. This includes developing action plans for escalated customer problems, informing customers & stakeholders of the plans, and keeping customers & stakeholders apprised of the progress.
  • Work closely with Customer Success Management and Customer Support teams in the US for timely handling and closure of the customer issues.
  • Responsible for delivering hot-fixes or patches to Production based on the customer needs and making the right judgment call.
  • Create and deliver action plans to improve efficiency and quality. Emphasize on, adhere & promote within the team to have a detailed & timely documentation of all the customer cases.
  • Promote contribution to our Knowledge base articles within the team constantly on lessons learnt from every issues.
  • Build, publish and adhere to Standard Operating Procedures for the technical support team.
  • Responsible for talent management activities including hiring great talent, performance management, feedback, training.
  • Work closely with the engineering and product management teams in managing the SLAs, delivery of the fixes/patches for all the customer issues.
  • Continuously improve and drive best practices for the team. 
  • Track and perform trend analysis of the customer issues, and build actionable insights for the engineering and product management teams to incorporate into the product roadmap.
  • Provide leadership and facilitate transparent/open communication within their team and cross-teams.

 

WHAT YOU’LL NEED TO SUCCEED

  • Bachelor's degree in computer science, engineering, or a related discipline.
  • Relevant managerial experience in Technical Production support environment for large-scale Cloud products with an overall experience of 10+ years. Out of which minimum of 5+ years’ experience in direct people management.
  • Willing to work late shift hours, overlapping multiple time zones in the US.
  • Experience managing and inspiring strong support/sustenance teams over multiple shifts.
  • Experience communicating with technical and non-technical stakeholders at all levels across the business.
  • Technical knowledge on cloud native technologies, Node.js, MongoDB stack.
  • Experience in Application integration of enterprise applications, Data integration, Mulesoft or other related integration technologies will be a plus.
  • Exceptional leadership skills and proven experience in shaping team culture.
  • Experience interfacing with customers and handling C-level escalations professionally.
  • Proven ability to headhunt, attract, retain, and coach engineering talent from top companies and universities.
  • Strong analytical skills and passion for answering questions with data.
  • Proven record of building, managing technical support organizations.
  • Must have the ability to influence people at the business unit level.
  • Must have the ability to understand the technical and non-technical aspects of the product.
  • Have a positive presence and can deal with difficult conversations.
  • Excellent problem-solving skills.
  • Excellent verbal and written communication skills.

THE BEST CANDIDATE

 

  • Has demonstrated a strong ability to support large distributed systems in production on cloud.
  • Has experience working in globally distributed teams.
  • Has worked in a similar fast growth environment scaling through different challenges.
  • Enjoys a fast-paced environment, working with a highly-talented team and shifting priorities.
  • Learns quickly; must know when to listen, and when to take charge.



Why you’ll love it here:

 

  • Everything Integrated. We are solving a really hard problem that affects almost every business on the planet: integrating cloud apps
  • iPaaS Leader. We’re at an exciting crossroads as we re-imagine the Integration and iPaaS space. This will take teamwork, creativity, strategic thinking, and a willingness to advance the market.
  • Customer Experience We believe and exhibit in our day-to-day work that “We win when our customers win”.
  • Take A Stand. We’re a company that stands for something. Celigo’s Taking a Stand initiative has the goal to promote diversity, equity, and inclusion. 
  • Work. Life. Balanced. Starting your first year, we offer a 3-weeks of vacation, plus holidays to recharge and spend time with family and friends.
  • Perks. We offer a strong benefits package, expense reimbursement, recognition opportunities, and many other cool perks.

 

Celigo is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Celigo
Celigo
Cloud Computing Data Integration Information Technology PaaS Software

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