Escalation Team Leader

As an Escalation Software Team Lead in Bizzabo R&D you will lead a team of engineers and provide deep technical troubleshooting skills for issues escalated to Bizzabo R&D.
We are looking for an experienced software developer with a spark for problem-solving, and a get-things-done attitude.

In this role you will:

  • Provide expert level technical support for our product
  • Analyze, diagnose, debug and solve complex issues
  • Create and implement patches, fixes, and diagnostic tools
  • Take ownership of escalations and drive towards resolution
  • Lead a team of escalation engineers
  • Manage critical client issues on Bizzabo’s product working closely with Engineering, our clients, and, if necessary, third-party partners.
  • Build and define escalation model, detailed processes, and escalation protocols.
  • Train Technical support engineers and help them resolve support cases more efficiently
  • Handling high-profile customers and high-pressure situations.

Requirements:

  • At least 3 years experience in Software Development (Java\React\AWS\etc)
  • Excellent troubleshooting skills
  • Good Communication Skills - Spoken and written
  • Ability to communicate effectively and responsibly with customers
  • Excellent customer service skills
  • Project management skills
  • High attention to detail: demonstrate outstanding organizational skills, maintaining accurate incident documentation, strong ability to follow through on issues until resolution


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