Senior Support Lead: RCA Expert & CI Advocate

HCL Technologies Limited; United States; Presencial; USD 90 000 - 120 000; Tempo integral

Resumo da oferta

Sapsf in the United States is seeking a Senior Support Lead to drive resolution of complex customer issues and lead the support team's escalation path.

You will partner with product, development, and QA to provide feedback, perform root cause analyses, implement preventive measures, and pursue continuous improvement of support processes and automation.

Responsabilidades

• 1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
• 2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
• 3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
• 4. To provide technical assistance to the team members in resolving customer issues.
• 5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.

Descrição da oferta de emprego

Career Opportunities: Senior Support Lead (177492)

Requisition ID177492-Posted10/08/2026

To execute continuous improvement activities, work on root cause analysis, and provide technical assistance to resolve customer issues.

Key Responsibilities

1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
4. To provide technical assistance to the team members in resolving customer issues.
5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.