Software Support Leader

Job Responsibilities

1.      Support Team Leadership

• Lead and mentor support engineers.
• Set performance standards and KPIs.

2.     Technical Troubleshooting

• Resolve escalated technical issues.
• Analyse logs and system data to diagnose problems.
• Document solutions for knowledge base.

3.     Process Improvement

• Customer communication.
• Optimise support workflows.
• Implement best practices for ticket management.

4.     Cross-Team Collaboration

• Work with Dev team on defect prioritisation.
• Provide customer feedback to Product team.

Skills and experience

Education: Bachelor’s degree in Computer Science, IT or related.

Experience

• 5+ years in software support, 2+ years in leadership role.
• Retail/distribution systems experience preferred

Skills

• SQL/database troubleshooting.
• API/Integration support.
• Ticketing systems (Jira).
• Team motivation and coaching.
• Process documentation.

Certification

• ITIL.
• AWS/Cloud certs.