Senior Support Lead - Root Cause & Process Optimizer

HCL Technologies Limited; Warszawa; On-site; PLN 180,000 - 240,000; Full time

Job summary

HCL Technologies Limited in Warsaw seeks a Senior Support Lead to drive customer satisfaction by leading escalation management, root cause analysis, and expert technical assistance. You will bridge customer needs with product improvements, mentor team, and guide continuous improvement of support processes to enhance service delivery.

Ideal candidates will have strong experience in L1-L3 support, a solid ITIL foundation, and excellent collaboration skills to work with product, development and QA

Qualifications

• In-depth knowledge of product support processes across L1-L3 levels.
• Strong understanding of customer service principles and practices.
• Proficiency in root cause analysis techniques and tools.

Responsibilities

• Act as escalation point for complex, high-priority issues and ensure timely resolution.
• Conduct root cause analysis to prevent recurrence and improve product reliability.
• Collaborate with Product Management, Development, and QA to influence design changes.
• Mentor team members and foster knowledge sharing to resolve issues efficiently.
• Drive continuous improvement of support processes and workflows.

Skills

Support processes L1-L3

Customer service principles

Root cause analysis

Cross-functional collaboration

Problem solving

Education

ITIL Foundation

Tools

Data analysis tools

Job description

HCL Technologies Limited in Warsaw seeks a Senior Support Lead to drive customer satisfaction by leading escalation management, root cause analysis, and expert technical assistance. You will bridge customer needs with product improvements, mentor team, and guide continuous improvement of support processes to enhance service delivery.

Ideal candidates will have strong experience in L1-L3 support, a solid ITIL foundation, and excellent collaboration skills to work with product, development and QA