- Lead complex technical issue resolution by analyzing, troubleshooting, and implementing sustainable solutions using TraceLinks products and platforms.

- Mentor and coach Technical Support Engineers, providing guidance on best practices, technical problem-solving, and customer communication.

- Perform data triage and execute repairs, including development of custom tools, automation scripts, and diagnostic utilities to streamline operations.

- Serve as the subject matter expert for 34 core applications, providing in-depth technical knowledge and advisory support to both internal teams and customers.

- Partner closely with Engineering, Product Management, and Customer Success teams to relay customer feedback, escalate systemic issues, and shape product improvements.

- Ensure adherence to SLAs while managing high-priority escalations with precision and professionalism.

- Participate in rotational on-call support, managing production-critical issues during extended support hours.

Required Technical Skills :

- Programming/Scripting : Expertise in Perl, Python, Shell scripting with a focus on automation and tooling development.

- Data Handling : Strong hands-on experience with XML, JSON, and CSV formats for integration, troubleshooting, and transformations.

- B2B & Enterprise Technologies : In-depth knowledge of B2B protocols, ERP systems, and enterprise integrations.

- Debugging & Analysis : Proficient in log analysis, system debugging, and root cause identification for complex distributed systems.

- Operating Systems : Advanced knowledge of UNIX/Linux environments.

- Additional Expertise : Exposure to Java applications, data repair methodologies, and enterprise collaboration tools (Salesforce, Google Workspace, Slack).

Professional Experience :

- Minimum 7+ years of experience in technical services, advanced support, or similar customer-facing engineering roles.

- Proven track record in designing scalable support solutions, data triage, and automation to improve operational efficiency.

- Experience leading escalations and mentoring junior engineers in fast-paced environments.

Qualifications :

- Education : Bachelors degree in Computer Science, Engineering, Information Systems, or a related technical field (or equivalent experience).

- Languages : Fluent in English (additional languages are a plus).

- Strong written and verbal communication skills with the ability to articulate technical solutions to both technical and non-technical audiences.