Senior IT Production Support Engineer - Lead Incidents & KB

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

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.