Support - Technical Lead

Overview

Who are we:
At Eptura, we're not just another tech company; we're a global powerhouse revolutionizing the workplace. Our innovative worktech solutions digitally connect people, workplaces, and assets in a unified platform, empowering 25 million users across 115 countries to thrive and succeed.
Joining Eptura means being part of a dynamic and forward-thinking team trusted by some of the world's most renowned companies, including 45% of Fortune 500 brands. We are on a mission to shape the future of work, and we want passionate, driven individuals like you to help us create a better, more connected world. If you're excited about making a real impact and being at the forefront of workplace innovation, Eptura is the place for you!

Role Overview:
As the Technical Lead, you need to excel at customer service and technology. You are responsible for working with clients, answering support requests by phone, email, and in-app communication channels. We have a hands-on culture and expect you to roll up your sleeves and help tackle any problem that stands in the way of customers’ success. To do this, you will learn how to use and configure our software and will also learn about our clients’ more complex needs and business processes. You will be expected to use this knowledge to effectively take ownership of advanced support requests and see them through to resolution. While many requests are handled individually, Customer Support is a highly collaborative team, and you will frequently work with and learn from your team members, while also escalating tickets to development teams and others.

Responsibilities:

• Act as a subject matter expert (SME): Resolve complex system and application configuration issues with in-depth technical expertise.
• Gain and maintain deep product knowledge: Understand Condeco’s products, integrations, and configurations to provide effective support.
• Collaborate with global customers: Present complex ideas clearly while identifying and resolving application issues.
• Analyze and monitor issues: Use tools and techniques to track cloud infrastructure and software-related problems.
• Address patterns and root causes: Anticipate broader implications beyond immediate issues to implement effective solutions.
• Identify and escalate advancements: Submit software bugs, feature requests, and automation opportunities to the Engineering/CloudOps team.
• Foster cross-functional collaboration: Work with other departments to deliver exceptional customer experiences and support.
• Develop knowledge base resources: Create articles to enhance self-service troubleshooting for customers and internal staff.
• Update internal documentation: Regularly review and revise documentation, suggesting process improvements to management.
• Guide and mentor team members: Provide oversight, advice, and reviews to support engineers on the team.
• Utilize support tools and processes: Ensure incident information is up-to-date and accurate across support tools.
• Troubleshoot hardware/software configurations: Address product-related hardware and software issues with hands-on expertise.
• Lead advanced troubleshooting: Resolve issues in critical areas, including Azure, APIs, Webhooks, SQL, SAML, SSO, and Android/iOS platforms.

About you:

• Essential Skills
• Proficient in application support for .NET frameworks.
• Skilled with tools like Azure App Insights, SQL queries, and log analytics.
• Customer Service & Communication
• You deliver exceptional customer service and communicate effectively, whether through writing, speaking, or presenting.
• You work well with people at all levels and can influence and collaborate with ease.
• You have a proven ability to motivate and mentor team members to achieve goals.
• Technical Expertise
• 6+ years of experience supporting SaaS applications in cloud-based environments.
• Advanced knowledge in Azure, SQL Server, APIs, SAML, and SSO.
• Skilled in troubleshooting Web APIs and analyzing log data.
• Familiar with ITIL best practices and experienced in using systems like JIRA or Salesforce Service Cloud.
• Flexible with rotational shifts and weekend on-call schedules.
• Collaboration & Problem-Solving
• Experienced in resolving challenges by working closely with cross-functional teams.
• Strong commitment to continuous improvement and familiarity with change management.
• (Bonus) Hands-on experience troubleshooting third-party network issues.
• Personal Attributes
• Passionate about delivering outstanding customer experiences.
• Positive and proactive, always looking for solutions.

Benefits:

• Health insurance fully paid–Spouse, children, and Parents
• Accident insurance fully paid
• Flexible working allowance
• 25 days holidays
• 7 paid sick days
• 10 public holidays
• Employee Assistance Program

Eptura Information:

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• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world