Senior Support Engineer / Support Team lead

Company Overview:

We develop a B2B product for mobile and web applications with subscriptions. Our product merges an SDK and an analytical dashboard, aiding our clients in tracking key metrics and enhancing their applications' performance.

We operate in a rapidly evolving sector, catering to a wide spectrum of clients, from mobile developers to companies of various sizes that create apps for iOS and Android. Our clients are located globally, with a focus on Europe, the USA, and Turkey.

Our Team:

The team consists of 11 people who work on the principle of full immersion in the problem until its complete solution. We are constantly developing a self-service approach, minimizing the recurrence of problems in the future. In our work, we strive to establish trust-based relationships with clients, including through direct communication.

Duties and Responsibilities:

• Lead and mentor support team, including onboarding new engineers
• Build and maintain knowledge base and documentation
• Organize and optimize support processes and ticket system
• Integrate support workflow with development team
• Manage NPS score and overall client satisfaction
• Work closely with CEO and engineers on support strategies
• Provide advanced technical support for complex issues
• Generate performance reports and analyze support data
• Implement and manage support tools and technologies

Who We Are Looking For:

• Leadership Experience. Proven track record of leading support teams and implementing effective processes.
• English Proficiency. Must be able to articulate thoughts clearly in written and oral form for interaction with international clients and colleagues.
• Relevant Experience. Experience in B2B and similar fields, along with mobile development experience or training, is desirable.
• Technical Background. Understanding of mobile SDK principles, ability to work with monitoring systems (Kibana, Grafana, Sentry), and basic knowledge of network and JSON format.
• Process-Oriented Mindset. Experience working in teams with established processes and ability to optimize and implement new workflows.
• Problem-Solving Skills. Ability to analyze complex issues, pay attention to client needs.
• Energy and Initiative. High level of proactivity and enthusiasm required.
• Ability to Prioritize. Must be able to determine priorities in a dynamic work environment and manage time and resources effectively.