Senior Support Lead - IT Operations

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

Key Responsibilities

• Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Utilizing Advanced Problem-Solving Skills And Technical Expertise To Ensure Timely And Effective Resolution.
• Conduct Root Cause Analysis For Critical Issues, Utilizing Data Analysis Tools And Methodologies To Establish Preventive Measures That Reduce Future Defects And Enhance Product Reliability.
• Collaborate Closely With Product Management, Development, And Qa Teams By Providing Strategic Feedback On Product Improvements, Influencing Design Decisions, And Ensuring Alignment With Evolving Customer Needs And Expectations.
• Provide Comprehensive Technical Assistance To Team Members By Facilitating Knowledge Sharing And Mentoring, Enabling Them To Resolve Customer Issues Efficiently And Effectively.
• Drive Continuous Improvement Initiatives For Support Processes And Workflows By Identifying Opportunities For Innovation, Automation, And Efficiency Enhancements, Implementing Best Practices To Optimize Service Delivery.

Skill Requirements

• In-Depth Knowledge Of Product Support Processes Across L1-L2-L3 Levels.
• Strong Understanding Of Customer Service Principles And Practices.
• Proficiency In Root Cause Analysis Techniques And Tools.
• Excellent Communication And Collaboration Skills To Work Effectively With Cross-Functional Teams.
• Advanced Problem-Solving Skills With The Ability To Analyze Complex Issues And Develop Actionable Solutions.

Other Requirements

• Itil Foundation Certification Is Preferred But Not Mandatory.
• Certifications Related To Product Support And Customer Service Management Are Optional But Valuable.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.