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Lead Support Engineer

3 months ago

Norwood, Massachusetts, United States SymphonyAI Full time

Lead Application Support Engineer

We have an exciting opportunity for a Lead Application Support Engineer to join a major multinational company's Global Customer Support organization. As a Lead Application Support Engineer, you will play a crucial role in overseeing and managing the application support team, reporting directly to the Regional Support Manager. Your responsibilities will include providing technical leadership, understanding the product architecture, and ensuring top-notch service delivery to customers within defined SLAs.

  • Providing third level technical support for customers
  • Investigating and diagnosing technical issues related to the product NetReveal
  • Communicating with customers to update on progress and manage expectations
  • Logging and tracking tickets in the issue tracking system
  • Maintaining test environments for problem replication
  • Collaborating with Product Engineering and Project teams to identify solutions to complex issues
  • Working closely with key customers to ensure high satisfaction levels
  • Acting as the subject matter expert for intricate problems
  • Guiding and coaching team members to achieve goals
  • Preparing test cases, release notes, and participating in knowledge transfers
  • Contributing to the knowledge base and providing feedback for product enhancement
  • Proposing process improvements for an enhanced customer experience
  • Performing other support duties as assigned

Requirements:

  • Minimum of 7 years of experience with 3 years in a support lead role
  • Bachelors Degree or relevant experience
  • Proven experience in senior-level application support
  • Strong leadership and team management skills
  • Effective communication and interpersonal skills

Preferred Qualifications:

  • Experience in the financial services industry
  • Ability to manage conflicting priorities and customer expectations
  • Strong analytical and organizational skills
  • Proficiency in English communication
  • Hands-on experience with JAVA applications
  • Familiarity with Middleware technologies like WebSphere, JBOSS, WebLogic, Apache Kafka
  • Knowledge of JavaEE, JMS, Web Services, Servlets, JSP, JSF, Hibernate, Spring
  • Experience in performance tuning and database management
  • Proficiency in Unix/Linux environments and MQ Series