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Technical Support Engineer Team Lead

Exterro

Technical Support Engineer Team Lead

Beaverton, OR
Full Time
Paid
  • Responsibilities

    Job Description

    We are looking for an E-Discovery Technical Support Team Lead. This is a leadership role responsible for the leadership, mentorship and performance of a team of Technical Support Engineers. Additionally, this is a client facing role supporting both internal and external customers in a fast-paced client focused environment. This role will respond to the challenging needs of our Fortune 1000 and Am Law 200 customers. PLEASE APPLY DIRECTLY ON OUR CAREERS PAGE HTTPS://WWW.EXTERRO.COM/ABOUT/CAREERS/ 

     

    An Exterro Technical Support Team Lead is a product expert and establishes relationships internally to ensure the highest level of service and quality of our client configured product releases and client support. This position works cross functionally with the engineering, implementation, and Client Success Management teams playing a key role in the excellence and quality of Exterro’s service delivery.

     

    KEY RESPONSIBILITIES

    ·        Work directly with Technical Support Engineers and clients to successfully mitigate escalated     issues.

    ·        Confidently provide responsive and exceptional customer service to new and existing customers.

    ·        Assist and guide Technical Support Engineers on taking support tickets to resolution.

    ·        Consistently achieve targeted KPIs for Support Team.

    ·        Capture client feedback and participate in product issue resolutions and product enhancement efforts.

    ·        Participate in client transition meetings from implementation to support.

     

    KNOWLEDGE, SKILLS AND EXPERIENCE

    ·        Ability to effectively lead a team of Technical Support Engineers to achieve targeted KPIs

    ·        Maintain high levels of client satisfaction

    ·        E-Discovery and legal industry experience is a plus

    ·        Excellent written and verbal communication skills

    ·        Preferred working knowledge of Java, J2EE, UNIX, Linux, Windows. At least one year experience in Java.

    ·        Working knowledge of Webservers (Apache), Application Servers (JBOSS, TOMCAT, Oracle 10/11g) Databases - SQL, REDIS, Cassandra, SOLR

    ·        Strong troubleshooting skills

    ·        Proven ability to work on multiple projects at the same time

    ·        Desire to own and solve issues is a must

    ·        Proven ability to facilitate software quality assurance practices

    ·        Strong documentation skills with Microsoft Office Suite of products

    ·        Windows, Linux, IBM server hands-on experience preferred.

    ·        Relational databases (like MySQL, SQL Server, or Oracle) and SQL queries hands-on experience preferred

    ·        Ability to facilitate an initial root cause analysis and mitigate client escalation quickly

    ·        Can identify, triage, and/or resolve complex technology issues in an enterprise environment

    ·        End user training experience a plus

     

    EDUCATION & EXPERIENCE

    ·        Bachelor’s Degree and a High level of professionalism required

    ·        Minimum 3 years of application support experience

    ·        Minimum 1 year of Technical Support Management experience

     

    WORK ENVIRONMENT

    Office work environment in Beaverton, OR.

    PLEASE APPLY DIRECTLY ON OUR CAREERS PAGE HTTPS://WWW.EXTERRO.COM/ABOUT/CAREERS/

    Exterro participates in E-Verify and is a drug-free workplace. All employment offers are contingent upon successful passing of a background check and drug screen. You will be required to sign a non-competition agreement for this role.