Tier 2 Support Team Lead

  Gain expertise in the company’s products and systems to troubleshoot and debug functional issues 
Manage and lead the team to produce consistently high-quality work and service levels while maintaining high productivity  
Prioritize the team’s workload 
Work with clients, account managers, and technical staff to resolve application problems 
Develop workarounds and recommend custom solutions for client needs 
Take ownership of technical escalations, and work with our Development group to resolve more advance issues and bugs 
Develop automation tools and processes for the support group 
Document troubleshooting and problem resolution steps 
Requirements:  
A bachelor’s degree in Computer Science or similar level qualifications 
Experience leading a technical support team 
At least 4 years of proven experience in a technical customer support role 
Strong knowledge and proven experience in writing SQL queries 
Strong delivery orientation (experience in working in B2B environment – a plus). 
Strong technical and analytical skills 
Excellent verbal+written English communication skills 
Comfortable resolving high visibility customer issues without the need for team lead intervention 
 Preferred Experience:  
Knowledge of a scripting language 
Previous experience/knowledge in the areas of online advertising 
Fluent in additional languages a plus