Job Responsibilities

• Provide technical guidance and mentorship to Ops Suite Engineers
• Develop strategies and plans to ensure high-quality services
• Collect and analyze feedback from customers and help drive service enhancements
• Provide advanced technical support to customers via phone, email, and chat
• Troubleshoot and diagnose a wide range of technical issues related to products and services
• Collaborate with internal teams to address customers’ needs, provide feedback and ensure alignment among organizational functions
• Provide the team with any necessary resources needed to perform their daily tasks effectively
• Stay up to date on the latest features, tools, and best practices of cloud industry
• Ensure that the team interacts with customers in a positive and professional manner.

Job Qualifications

• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience)
• Minimum 5 years of experience in technical support 
• Experience in a supervisory or management role, preferably within a support environment. This includes experience in leading teams, managing workflows, and handling escalations
• Strong understanding of cloud computing concepts
• Proven ability to troubleshoot and diagnose technical problems
• Excellent communication and interpersonal skills
• Having relevant cloud technical or sales certifications is a plus
• Ability to work independently and as part of a team
• Customer-centric with a passion for helping others
• Fluent in English both written and verbal (Minimum 750 TOEIC score).
• Goal–Oriented, Unity, Learning, Flexible.