Senior Support Lead: Escalations & RCA Champion

HCL Technologies Limited; Austin (TX); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Paid Time Off

Paid Holidays

Job summary

HCL Technologies Limited in Austin seeks a skilled product support professional to act as escalation point for complex issues, conduct root cause analysis, and collaborate with product management, development, and QA to improve reliability.

The role emphasizes knowledge sharing, mentoring, and driving process improvements, with benefits including medical, dental, 401(k), PTO, and holidays; ITIL knowledge preferred but not mandatory.

Qualifications

• Knowledge of product support processes across L1-L3.
• Strong understanding of customer service principles.
• Proficiency in root cause analysis techniques.

Responsibilities

• Act as escalation point for complex, high-priority customer issues.
• Conduct root cause analysis to prevent recurrence and improve reliability.
• Collaborate with product management, development, and QA on improvements.
• Provide technical guidance and mentoring to teammates.
• Drive process improvements in support workflows and efficiency.

Skills

L1-L3 support knowledge

Customer service

Root cause analysis

Communication

Problem solving

Education

ITIL Foundation

Product Support Certifications

Job description

HCL Technologies Limited in Austin seeks a skilled product support professional to act as escalation point for complex issues, conduct root cause analysis, and collaborate with product management, development, and QA to improve reliability.

The role emphasizes knowledge sharing, mentoring, and driving process improvements, with benefits including medical, dental, 401(k), PTO, and holidays; ITIL knowledge preferred but not mandatory.