Team Lead L3 Technical Support

Role: Take ownership of providing technical support to the customer success team (for the issues they could not resolve in L1/L2). Examine potential areas for Service Improvement and recommend solutions/proposals to Product Management

Team Lead (L3 Technical Support)

Job Description

PierianDx, a leader in the clinical genomics space, is currently seeking talented and motivated technical leads to lead the product L3 technical support teams. As a Technical Lead for L3 team, your duties will primarily be working with the customer success department on technical issues including software system design and maintenance. You will also be involved in directing team members and identifying/managing risk in collaborations with other teams.

To be successful in this role, you will need to gain extensive knowledge of PierianDx products (includes user workflow, user needs, end-to-end workflow, product architecture and design), problem-solving skills, knowledge of best practices and the software development life-cycle.

Location: Pune

Education

Bachelors or Masters of Computer Science or related

Total years of experience - 6 to 13

Required Experience

Must have experience in leading technical small to medium size teams.

Full-Stack Software Development experience in both front end and back end technologies.

Should be an outstanding programmer with 5 to 8 years of experience in PierianDx product-related technologies (e.g. AWS, Java, Spring Boot, Hibernate, microservices, Node.JS, React/Angular, SQL as well as No-SQL Databases, basics of Linux, Shell Scripting)

Strong computer science fundamentals (OO programming, algorithms, data structures, databases).

Experience with continuous integration infrastructure for software development such as Jenkins.

Soft skills: Good Communication, Active listening, Influencing, Challenge self and team Experience with SQL and No-SQL Databases

Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels

Dynamic, energetic, motivated, positive outlook.  Team player with good interpersonal skills

Strong customer service and support focus with a desire to deliver a high-quality service

Self-motivated and highly professional with the ability to lead and take ownership and responsibility

Ability to multitask, work under pressure and to tight deadlines

A desire to learn and improve skills and knowledge

Adaptable and flexible to business demands

Strong organisational and planning skill

Preferred Experince

Experience in developing software for medical devices (ISO 13485/IEC 62304)

Experience with any Cloud Platform like AWS, GCP or Azure.

Experience with Docker and anyone Container Orchestration Platforms like EKS, ECS, EKR, Kubernetes, Docker Swarm.

Experience using Test Driven Development processes

Experience working with FrontEnd Technologies (HTML, CSS, Javascript)

Experience with MongoDB

Experience with at least one dynamically typed language (Python, Node.js, Groovy).

Responsibilities

Take ownership of providing technical support to the customer success team (for the issues they could not resolve in L1/L2). Examine potential areas for Service Improvement and recommend solutions/proposals to Product Management

Work with Customer Success management and be aware of implementation projects and timelines; coordinate with project/program managers to plan and support release activities.

Interact with internal and cross teams to troubleshoot and resolve complex problems. Develop, coordinate and promote the effective functioning of problem management activities across all of Pieriandx product & customer success teams.

Provide technical leadership - Lead and prioritize the Application/Technical Support team’s workload. Guide team members to troubleshoot & resolve technical issues including software system design and maintenance.

Contribute to the planning of application/infrastructure releases and configuration changes. Provide input to application/infrastructure scalability

Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis

Maintain application by regular monitoring, performance tuning and testing activities

Ensure compliance with SDLC processes defined at organization level to meet quality goals set at product level. Ensure there are robust procedures and processes within the application support function remit.

Stay up-to-date on product and process training required to create quality deliverables at each phase of product life-cycle. Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).

Maintain good working relationships with internal departments

Design, prepare and conduct training relating to Problem & Incident Management

Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems

Notice Period : 30 to 60 days