Lead Technical Support Specialist

2 weeks ago


Austin, United States Latitude Inc Full time
Position OverviewSummary:

Latitude Inc is in search of a proficient Lead Technical Support Specialist with a robust background in the SaaS and Technical Product sector. The successful candidate will possess significant expertise in DevOps methodologies, including tools such as Jenkins and Docker, alongside a solid understanding of object-oriented programming (OOP). This role is pivotal in delivering high-level technical assistance, resolving intricate challenges, and working closely with development teams to improve product performance and enhance customer satisfaction. This role allows for two remote workdays each week following a probationary 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 range of tools and methodologies, ensuring prompt resolution.
  • Serve as a point of escalation for junior support staff and manage high-priority service requests.
  • DevOps and Continuous Integration:
  • Employ DevOps tools like Jenkins and Docker to facilitate continuous integration and deployment workflows.
  • 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 Analysis and Comprehension:
  • Interpret and analyze object-oriented programming (OOP) code to troubleshoot issues and deliver precise solutions.
  • Engage with development teams to grasp product architecture and contribute to code assessments as needed.
  • Create scripts and tools to automate routine support activities and boost operational efficiency.
  • Client Interaction and Communication:
  • Interact 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.
  • Facilitate training sessions and webinars to inform clients about product features and best practices.
  • Product Enhancement and Feedback:
  • Collect and evaluate client feedback to pinpoint product challenges and opportunities for enhancement.
  • Collaborate with product management and development teams to prioritize and execute improvements.
  • Engage in product testing and provide insights on new features and updates.
  • Technical Documentation:
  • Develop and maintain comprehensive technical documentation, including troubleshooting manuals, FAQs, and user guides.
  • Ensure that documentation remains current and accessible to both internal teams and clients.
$120,000 - $143,000 a year

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