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Lead Technical Support Specialist

2 months ago

Austin, Texas, United States Latitude Full time

Position Overview:
Latitude is looking for a proficient Lead Technical Support Specialist with significant expertise in the SaaS and Technical Product sectors.

The successful candidate will possess a robust foundation in DevOps methodologies, including tools such as Jenkins and Docker, alongside a capability to interpret and analyze object-oriented programming (OOP) code.

This role requires delivering high-level technical assistance, resolving intricate issues, and working in conjunction with development teams to enhance product performance and client satisfaction.

This role provides the flexibility of two remote workdays each week after an initial period.

Key Responsibilities:

Expert Technical Assistance:
Deliver specialized technical support to clients, addressing complex challenges associated with SaaS and technical products.
Identify and troubleshoot issues utilizing a diverse range of tools and methodologies, ensuring prompt resolutions.
Serve as a point of escalation for junior support staff and manage high-priority support requests.

DevOps and Continuous Integration:
Employ DevOps tools like Jenkins and Docker to facilitate continuous integration and deployment practices.
Guide clients in establishing and configuring CI/CD pipelines to optimize their development processes.
Collaborate with DevOps teams to enhance and automate support workflows.

Code Comprehension and Evaluation:
Interpret and analyze object-oriented programming (OOP) code to identify issues and deliver precise solutions.
Work closely with development teams to grasp product architecture and contribute to code assessments when needed.
Create scripts and tools to automate routine support tasks and boost operational efficiency.

Client Interaction and Communication:
Engage with clients through various communication channels to provide outstanding support and advice.
Document issues, solutions, and best practices in a knowledge repository for both internal and client use.
Conduct training sessions and webinars to inform clients about product features and optimal practices.

Product Enhancement and Feedback:
Collect and evaluate client feedback to pinpoint product challenges and areas for enhancement.
Collaborate with product management and development teams to prioritize and execute improvements.
Participate in product evaluations and provide insights on new functionalities.

Documentation:
Develop and maintain comprehensive technical documentation, including troubleshooting manuals, FAQs, and user guides.
Ensure documentation remains current and accessible to both internal teams and clients.
$120,000 - $143,000 a year