— Minimum 2 years experience leading an Application Support or Technical Customer Support team. Mentoring and coaching experience required.
— Minimum 3 years experience working in front-line Customer Support or Helpdesk teams in a SaaS-type environment working closely with Product and Development Teams.
— Experience working with Enterprise businesses or similarly large and complex customers. International experience is desirable.
— Experience and a strong working knowledge of the SaaS industry/ecosystem including APIs and API tools, PaaS, Cloud technologies, Elastic Search, logging, SSO/OAuth, etc.
— Strong basic to advanced SQL/PostgreSQL
— Demonstrable debugging and troubleshooting skills in APIs, server logs (Kibana/Splunk), and code.
— Development or QA experience an advantage.
— Fluent-level English (spoken and written) required.
— Paid vacation of 20 working days with additional holidays to the traditional ones
— Broad possibilities to learn new technologies and develop personal and professional skills
— Zero bureaucracy
— Ability to share your knowledge across the team and outside
— Top-notch equipment and working conditions to make work comfortable
— Cozy and comfortable hybrid office once it will be safe
— Corporate events and celebrations, we love to have fun :)
Communicate with our customers and partners over email
Triage inbound Support tickets by categorizing them according to predefined requirements
Manage and resolve Tier 1 Tickets. Escalate Tier 2 tickets to Tier 2 team
Capture and log all client and troubleshooting details in Zendesk
Investigate and where required, document validated issues or product enhancement requests including relevant logs in JIRA
Liaise with other Bringg Support teams (as well as Customer Success, Product and R&D) to facilitate resolution in line with the severity and impact of the support scenario. This could be via Zoom or Slack
Ensure compliance with external regulations and internal policies and procedures
Meet individual, team and company objectives in line with agreed KPIs
Identify and escalate priority issues to the supervisor
Full-time position only. Typically 5×9-hour shifts a week including evenings and weekends.
Flexibility and availability to help us maintain our 24/7 Helpdesk coverage commitments and customer SLAs. This is particularly important during peak US and LATAM business hours.
We are hiring a Technical Support Team Leader in our Bringg Kyiv site, to join our scaling organization.
Bringg is looking for an experienced application support team leader to inspire, mentor, and lead our Kyiv-based Technical Support Helpdesk Team. Our UA Technical Support Helpdesk Team works closely with our customer success, solutions experts, and R&D teams (as well as our Tel Aviv and Chicago-based Support Teams) providing 24/7/365 assistance and resolutions for technical and product issues, and communicating and building trust and relationships with large international customers in the USA, Europe, and LATAM.