XTN-0126773 | TEAM LEAD, APPLICATION SUPPORT

We are seeking a dynamic and experienced Team Manager to lead a team providing Tier 2 and Tier 3 application support for our Platform. This role combines leadership, technical expertise, and customer-centric problem-solving to ensure the stability, performance, and continuous improvement of our platform. Excellent Company Culture Employee Referral Incentive Opportunity for promotion Team Management: Lead and mentor a team of support engineers and analysts. Manage team performance, set goals, and conduct regular reviews. Coordinate with cross-functional teams including Product, Engineering, and Customer Success. Ensure timely resolution of escalated issues and maintain high customer satisfaction. Application Support (T2/T3): Provide advanced troubleshooting and root cause analysis for complex platform issues. Handle escalations from Tier 1 support and ensure resolution within SLAs. Collaborate with development teams to resolve bugs and deploy fixes. Monitor system performance and proactively identify areas for improvement. Maintain documentation for known issues, resolutions, and support procedures. Platform Expertise: Develop deep understanding of the digital marketing platform’s architecture, features, and integrations. Stay updated on new releases and assess impact on support operations. Support onboarding and training of new team members on platform functionality. Bachelor’s degree in Computer Science, Information Technology, or related field. 5+ years of experience in application support, with at least 2 years in a leadership role. Strong understanding of digital marketing technologies (e.g., CRM, CMS, AdTech, Martech). Proficiency in troubleshooting web applications, APIs, databases, and cloud environments. Experience with ticketing systems (e.g., Jira, ServiceNow) and monitoring tools. Excellent communication, leadership, and stakeholder management skills. Familiarity with SaaS platforms and Agile methodologies. Experience with SQL, scripting languages (e.g., Python, Bash), and log analysis. Certifications in ITIL, Agile, or relevant technologies are a plus.

We are seeking a dynamic and experienced Team Manager to lead a team providing Tier 2 and Tier 3 application support for our Platform. This role combines leadership, technical expertise, and customer-centric problem-solving to ensure the stability, performance, and continuous improvement of our platform.

Team ManagerTier 2 and Tier 3 application supportPlatform

• Excellent Company Culture Employee Referral Incentive Opportunity for promotion
• Excellent Company Culture
• Employee Referral Incentive
• Opportunity for promotion
• Team Management: Lead and mentor a team of support engineers and analysts. Manage team performance, set goals, and conduct regular reviews. Coordinate with cross-functional teams including Product, Engineering, and Customer Success. Ensure timely resolution of escalated issues and maintain high customer satisfaction. Application Support (T2/T3): Provide advanced troubleshooting and root cause analysis for complex platform issues. Handle escalations from Tier 1 support and ensure resolution within SLAs. Collaborate with development teams to resolve bugs and deploy fixes. Monitor system performance and proactively identify areas for improvement. Maintain documentation for known issues, resolutions, and support procedures. Platform Expertise: Develop deep understanding of the digital marketing platform’s architecture, features, and integrations. Stay updated on new releases and assess impact on support operations. Support onboarding and training of new team members on platform functionality.

Team Management:

Team Management:

• Lead and mentor a team of support engineers and analysts.
• Manage team performance, set goals, and conduct regular reviews.
• Coordinate with cross-functional teams including Product, Engineering, and Customer Success.
• Ensure timely resolution of escalated issues and maintain high customer satisfaction.

Application Support (T2/T3):

Application Support (T2/T3):

• Provide advanced troubleshooting and root cause analysis for complex platform issues.
• Handle escalations from Tier 1 support and ensure resolution within SLAs.
• Collaborate with development teams to resolve bugs and deploy fixes.
• Monitor system performance and proactively identify areas for improvement.
• Maintain documentation for known issues, resolutions, and support procedures.

Platform Expertise:

Platform Expertise:

• Develop deep understanding of the digital marketing platform’s architecture, features, and integrations.
• Stay updated on new releases and assess impact on support operations.
• Support onboarding and training of new team members on platform functionality.
• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in application support, with at least 2 years in a leadership role.
• Strong understanding of digital marketing technologies (e.g., CRM, CMS, AdTech, Martech).
• Proficiency in troubleshooting web applications, APIs, databases, and cloud environments.
• Experience with ticketing systems (e.g., Jira, ServiceNow) and monitoring tools.
• Excellent communication, leadership, and stakeholder management skills.
• Familiarity with SaaS platforms and Agile methodologies.
• Experience with SQL, scripting languages (e.g., Python, Bash), and log analysis.
• Certifications in ITIL, Agile, or relevant technologies are a plus.