Lead Technical Support Engineer

at  flexEngage INC

REQUIRED QUALIFICATIONS & SKILLS

• Strong knowledge of API interaction and REST
• Strong knowledge of JSON
• General knowledge of BASH and Linux
• General knowledge of HTML and CSS
• Experience in managing a technical team
• Excellent verbal and written communication skills.
• Ability to learn software programs and technology independently and quickly is required

PREFERRED SKILLS

• Experience in ticketing and tracking systems; proficient in JIRA preferred
• Experience in office tools such as Microsoft Office or GSuite; Proficient in Gsuites preferred
• Experience in Python programming language preferred
• General knowledge of SFTP and SSH preferred
• Experience in project task management and prioritization preferred
• General knowledge of technologies such as: IT networking, internet technologies, web servers a plus
• General knowledge of XML
• Working knowledge of Java a plus but not necessary
• Experience with Microsoft Office Scripts or Google Apps Scripts a plus but not necessary
• Experience with JavaScript a plus but not necessary
• Experience with Handlebars a plus but not necessary
• Fluency in other languages (ex: Spanish, French, German, Chinese) a plus but not necessary

THE ROLE

The Lead Technical Support Engineer will lead a team of technical operations professionals on supporting current customers and onboarding new customers. The Lead Technical Support Engineer will also support the team by providing production technical support for existing flexEngage customers and retail software providers who have a native integration with the flexEngage products. Interaction with customers is required in this position.

DUTIES / RESPONSIBILITIES

• Manage and coach the technical operations team
• Manage interns and contractors working for the technical operations team
• Make hiring decisions on new technical operations team members
• Manage and prioritize onboarding and support tasks for the technical operations team
• Work with Director of Client Success Operations on providing training opportunities for the technical operations team
• Work with Director of Client Success Operations on executing team process improvements to service customer and onboarding requests efficiently and effectively.
• Act as an escalation point for the technical operations team for production support requests for existing customers and retail software providers while following the SLA requirements.
• Assist the technical operations team with executing technical tasks associated with the integration including: configuration, template coding, scripting, and scheduling feed jobs.
• Act as lead contact for onboarding new clients for the technical operations team
• Perform thorough troubleshooting and analysis using technical tools such as scripting languages, web services tools, and testing tools.
• Escalate Production issues to Engineering if needed.
• Work an on-call rotation schedule for off-hours production support
• Work effectively with customers, partners, contractors and internal team members on a regular basis
• Remain current with strong technical understanding of the flexEngage solution and technology
• Assist the Sales Team on sales calls with prospect’s technical team as needed
• Performs other duties assigned as related to the role