IT Production Support Engineer

DynPro Inc.; Santa Clara (CA); On-site; USD 100,000 - 130,000; Full time

Job summary

A technology support company located in Santa Clara, California, seeks an experienced L2 Support Manager. You will lead a team of support engineers, troubleshoot complex technical issues, and ensure excellent customer service. The ideal candidate has over 8 years in technical support, strong leadership abilities, and expertise in Salesforce, SAP, and Java. Join a dynamic team dedicated to optimizing support processes and improving customer satisfaction.

Qualifications

• 8+ years of experience in L2 function supporting Order to Cash business function.
• Exceptional communication and interpersonal skills to interact with customers and technical teams.
• Experience in leading and mentoring technical support teams.

Responsibilities

• Lead and mentor a team of L2 support engineers.
• Act as the primary point of contact for escalated customer issues.
• Create and update comprehensive knowledge base articles.

Skills

Problem-solving skills

Analytical skills

Communication skills

Interpersonal skills

Leadership skills

Technical proficiency in Salesforce, SAP, Java

Education

Bachelor's degree in Computer Science, Information Technology, or a related field

Tools

Ticketing systems

Knowledge base tools

Job description

Deep understanding of the product/application functionality, architecture, and technical components to diagnose complex issues.

Ability to troubleshoot intricate technical problems across various systems and platforms.

Proficient in utilizing debugging tools and techniques to identify root causes.

• Leading and mentoring a team of L2 support engineers, assigning tasks, and ensuring efficient ticket management.
• Coaching and developing technical skills of team members through knowledge sharing and training sessions.
• Performance monitoring and feedback to optimize team efficiency.
• Customer Interaction:
• Acting as the primary point of contact for escalated customer issues, providing timely and accurate solutions.
• Communicating effectively with customers to understand their needs and manage expectations.
• Proactively identifying potential customer concerns and taking preventive measures.
• Managing critical incidents, coordinating with cross-functional teams to quickly resolve high-priority issues.
• Performing root cause analysis to prevent recurring problems and implement corrective actions.
• Maintaining accurate documentation of incidents and resolutions in the ticketing system.

Knowledge Base Development:

• Creating and updating comprehensive knowledge base articles to facilitate efficient problem resolution by the team.
• Sharing best practices and technical knowledge within the support team.
• Process Improvement:
• Identifying opportunities to streamline support processes, optimize workflows, and improve overall efficiency.
• Contributing to the development of new support tools and procedures.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Must have 8+ years of experience in L2 function supporting Order to Cash business function.
• Excellent problem-solving and analytical skills
• Exceptional communication and interpersonal skills to effectively interact with customers and technical teams
• Ability to work under pressure and manage multiple priorities effectively
• Experience in leading and mentoring technical support teams
• Proficiency in ticketing systems and knowledge base tools
• Maintain agreed SLA's, MTTA and MTTR.
• Required to work in the shift model to provide global and on-call support.
• Certifications, domain knowledge : Salesforce, SAP, Java