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Technical Support Lead 🔥


Technical Support at Tessian Read more about Engineering at Tessian: https://stackoverflow.com/jobs/companies/tessian [1] Our incredible product-market fit and customer growth has led to an exponential rise in users who are being protected by Tessian across the world.  With our customers increasing in size, sophistication and organisational complexity we’re now looking for an experienced Technical Support Lead to help build and lead our technical support process from within Engineering. This is a critical role for us at Tessian since we hold extremely high expectations of our ability to successfully resolve all issues our users might face, and are proud of our reputation amongst customers and their peers (we have a CSAT score of over 99% and have never had a customer leave us). As Technical Support Lead you will provide a crucial link between our customer support team and Engineering when supporting our clients, balancing the technical attributes of an engineer along with the ability to work directly with clients to manage and solve complex issues. You will be sitting within Engineering directly with our developers but working very closely with the customer support team to deliver an amazing experience to our customers by constantly innovating and pushing the boundaries of enterprise support. You will be responsible for building, managing and executing the process for all technical support tickets escalated to Engineering, including being fully hands-on acting as a key escalation point. Support issues are often complex and edge-case in nature, requiring a deep technical understanding to reproduce them as well as close interaction with our customers to fully understand, diagnose and ultimately resolve. See more on our Stack Overflow here: https://stackoverflow.com/jobs/companies/Tessian [2]


What you'll be doing:




    • Overseeing the management and ownership of support tickets raised to Engineering

    • Working closely with the support team to create processes and best practices

    • Analysing, diagnosing, and resolving technical issues in complex client environments

    • Effectively collaborating with customer engineers and Information Technology admins

    • Developing and maintaining a deep technical knowledge of Tessian products

    • Being the source of knowledge for technologies such as Microsoft Outlook, Microsoft Exchange, system networking, GPO/SCCM deployments, Citrix and terminal servers

    • Proactively working with Engineering, internal teams and customers to avoid or reduce issue occurrences



We'd love to meet someone who





      • Has a Bachelor's degree in computer science or equivalent

      • Has 10+ years experience working in technical support

      • Has a proven record of leading and managing a technical support function

      • Has advanced knowledge of Microsoft Outlook, Exchange integrations

      • Has strong experience of Enterprise system admin technologies such as GPO/SCCM, firewalls, proxies, Citrix / terminal server environments

      • Has exceptional interpersonal and communication skills, able to convey complex technical information to non-technical clients or internal stakeholders

      • Has a problem-solving mentality, with the ability to think outside the box and ask the right questions

      • Has Experience with .Net coding (C# / VB.net [3])




Why we think you'll love it here:





      • It’s important to us that all Tessians are part of the journey we’re on, so we offer equity options with every role and benchmark to provide above market rate salaries - there’s plenty more too….




Be at your best, both inside and outside of work





      • A full week of work-remote a year, in addition to 25 days of paid holiday

      • Flexible working hours and working from home

      • Curate your career with development experiences uniquely suited to you

      • We’re family friendly, with policies built to support you in all stages of life

      • High-quality tech kit provided for you to work on including Tessian ANC headphones

      • If you're relocating to join the team, we'll provide a contribution to help with your costs




Because everyone loves food...





      • A plethora of breakfast options, delicious snacks, drinks and a top-of-the-range coffee machine

      • Team lunch provided on Fridays - normally with more hummus than you can shake a stick at

      • Dinner budget for those times you just can’t tear yourself away




Beyond work




    • Elite membership of the Tessian House System...

    • On Fridays we stop at 5 and share team updates and drinks

    • Monthly team socials & a big, whole team extravaganza every quarter

    • Never-ending ping-pong tournaments



  1. https://stackoverflow.com/jobs/companies/tessian
  2. https://stackoverflow.com/jobs/companies/Tessian
  3. http://vb.net/

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