Position Overview

The Technical Support Team Lead is responsible for overseeing the daily operations of a technical support team as well as participating as an active member of the team by handling support cases.

The Technical Support Team Lead will be expected to lead by example by providing exceptional support to customers via email and phone, helping to ensure daily flow, building reports, handling internal and external escalations, helping with ad hoc projects, providing coaching/mentoring for Tier 1 Technical Support Representatives, and training. The Technical Support Team Lead will work within the Customer Success Team and will report to the Technical Support Manager. This position is an advocate in the overall culture, vision, and values of the Quickbase Technical Support Team.

In this role, you will:

• Oversee the day-to-day operations of the Technical Support Team
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical and customer escalations
• Provide advanced technical support for both internal and external customers
• On-board new technical support team members
• Assist in the creation of the team KPIs/SOPs as well as monitor and report on results
• Be actively involved with operational delivery and UAT if required for new product and feature releases
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and, in a prompt, and professional manner
• Create Knowledge-Base material for both the team and customers
• Review all technical support related processes and documentation for continuous improvement
• Partner with Technical Support and Customer Success to diagnose complex application and ecosystem performance issues and create strategies to return stability to those ecosystems and their servers

You will have:

• 4+ years of Technical Support or equivalent experience
• Proven people management and leadership skills
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Previous experience in managing customer-focused teams
• Proven experience in managing a service and support focused team culture
• Ability to mentor and help coach others both technically and personally
• Proficiency using software programs/ technology such as Quickbase, Microsoft Office, Splunk, Gliffy, and Developer Tools in multiple browsers
• Experience or training in reading JSON, HTML, and other markup languages
• Ability to collaborate with stakeholders in different teams to influence change through a matrix organization.

Ideally, you will have:

· Bachelor's degree in Computer Science, Information Systems, or a related field preferred