JOB DESCRIPTION :

We are seeking a proactive and experienced Tech Support Lead to oversee and elevate our technical support operations. As the

Tech Support Lead, you will manage a team of support specialists, act as an escalation point for complex issues, and work cross-functionally to improve the overall support experience. You?ll play a key role in driving team performance, implementing best practices, and ensuring our customers receive timely and high-quality technical assistance

EXPERTISE AND QUALIFICATIONS :

1. Advanced Troubleshooting, Debugging & Diagnostics :

- Strong ability to analyze and resolve complex technical issues across web applications

- Skilled in debugging code and application behavior to identify root causes using logs, browser dev tools, and back-end tracing

- Expertise in isolating issues at various levels server, database, client, and front-end

- Comfortable working directly with developers to replicate and resolve high-priority bugs and system faults

- Experienced in using diagnostic tools and custom scripts to monitor and trace performance issues

2. Operating Systems & Environment :

- In-depth technical knowledge of Windows, macOS, and Linux environments

- Comfortable navigating and troubleshooting command-line interfaces and system-level processes

- Skilled at resolving cross-platform compatibility and configuration issues

3. Tools & Platforms :

- Experienced with ticketing and issue tracking systems like Zendesk and Jira Service Desk

- Proficient in using remote support tools such as TeamViewer and AnyDesk to assist users and diagnose problems

- Working knowledge of Bitbucket for version control, code review, and collaboration with developers

4. Web & Application Stack :

Solid understanding of web technologies :

- PHP, MySQL, CodeIgniter 1 & 4 (CI1 & CI4)

- Front-end technologies: JavaScript, AJAX, CSS, UI debugging and optimization

- Ability to read, debug, and troubleshoot application code to support issue resolution

- Collaborates effectively with developers to support deployment and issue resolution pipelines

5. Testing & Quality Assurance :

- Skilled in identifying edge cases, writing and executing unit test cases, and performing regression testing

- Strong understanding of test environments and assisting QA teams with identifying and reproducing bugs

- Proactive in ensuring high-quality releases by validating fixes before they are pushed to production

6. Deep Project Understanding & Ownership :

- Known for taking deep ownership of assigned projects, including full context on dependencies, workflows, and architecture

- Ability to connect customer issues to back-end logic, data layers, and system configurations

- Proactively communicates with development and product teams to advocate for stability, usability, and customer satisfaction