Support Engineering - Front Line Manager

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds,  and make a meaningful impact, we want to hear from you.

What you’ll do

• Supervise and mentor a team of Support Engineers, Providing guidance , coaching and performance feedback

• Foster a collaborative  and high performing team environment

• Develop and implement individual development plans for team members to support their professional growth

• Monitor daily team activities , quality productivity and ensuring adherence to service legal agreement and company polices

• Ensure smooth day to day operations, including ticket management, escalation handling and efficient case resolution

• Act as an escalation point for high priority issues , working with cross functional teams to ensure swift resolution 

• Manage high priority customer escalations with professionalism , urgency and precision 

• Ensure that escalations are addressed promptly and effectively , prioritizing customer satisfaction 

• Act as a liaison between technical and non technical teams, facilitating effective communication 

• Followup  on meeting action items, holding team members accountable for commitments

• Promote a culture of continuous improvement and innovation

• Use data-driven strategies to identify trends, optimize workflows, and enhance operational efficiency.

What experience you need 

• In depth understanding of cloud technologies and technical support processes

• Proven ability to troubleshoot complex technical issues and implement innovative solutions

• Proficiency with support ticketing systems, technical support tools, and relevant technologies

• Bachelor’s Degree in Computer Science , IT or a related field or equivalent experience 

• 5 to 8 years of experience leading technical support teams in a fast paced environment Bachelor’s Degree or equivalent experience

• Proven track record of managing, mentoring and developing high performing teams

• Effective decision making under pressure with strong organizational and time management skills

• Experience managing employees through change and challenging circumstances.

What could set you apart

• Exceptional collaboration skills, thriving in a team environment.

• Excellent communication skills, with the ability to express technical concepts clearly.

• Working knowledge of databases, SQL, Big Query, Jenkins.

• Atlassian tooling ( ex: Jira, Confluence, and Github)

• Diligence, attention to quality, and timely delivery

Bonus: Experience in Operations, Project Management, Quality Assurance, Business Analysis, Consulting, or other technical customer-facing roles.

We offer a hybrid work setting, comprehensive compensation and healthcare packages, attractive paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible?  Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

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