Chargebee - Lead IT Support Engineer - Slack/Okta

Role Overview :

This role requires both hands-on technical expertise and leadership skills to actively support IT Support Engineers in troubleshooting and resolving complex issues, guide the team effectively, ensure high-quality end-user support, and continuously improve IT service delivery processes.

Key Responsibilities :

Service Desk Management :

- Create and maintain a monthly IT shift roster to ensure adequate coverage.

Automation & Innovation :

- Build and implement IT Support automations using AI and workflow tools to reduce manual effort and improve resolution times.

- Continuously identify opportunities to streamline support processes through automation.

End-User Support & Guidance :

- Serve as a go-to technical resource for the team, ensuring that support agents have the necessary expertise and direction to resolve end-user issues effectively.

Team Leadership & Mentoring :

- Define on-call/rotation coverage across time zones to ensure support continuity.

Knowledge, Runbooks & Training :

- Create, update, and maintain runbooks to ensure consistency and reliability in support processes.

- Develop and deliver a comprehensive training program for new joiners in the IT Support team.

Metrics & Reporting :

- Implement dashboards for real-time and periodic reporting to leadership.

Required Skills & Experience :

Mindset :

- Curious mindset with a passion for continuous learning and sharing knowledge within the team.

Experience :

- 5+ years of IT support experience, including 12+ years leading a helpdesk/service desk or regional support function in a SaaS company.

Technical Skills :

- Strong experience supporting Google Workspace, Okta, Slack, Jamf or equivalent MDM solutions.

- Strong knowledge of ITSM processes such as problem management/RCA and change management, with hands-on experience in a modern ITSM tool (e.g., Freshservice).

- Proven expertise in runbook creation, maintenance, and documentation to ensure consistent and reliable support practices.

- Hands-on experience with the Freshservice ticketing system will be considered a strong advantage.

- Experience in building and maintaining IT Support automations using AI and workflow automation platforms (e.g., Zapier, n8n, or equivalent).

Leadership & Communication :

- Excellent communication skills : crisp Slack/async updates, user-friendly documentation, and clear incident communications.

- Strong written, verbal, and listening skills with the ability to articulate effectively.