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Posted 5 months ago


This role is primarily responsible for the day to day operational management of the Global support engineering team. It involves the supervision of the team members in meeting operational goals and KPIs. Team Leaders are the initial interface for all employee related issues, coaching, goaling and performance reviews. They provide support to engineers and take ownership of technically difficult tickets to help drive faster problem identification/resolution. They are initial point of contact for all difficult tickets to help drive faster problem identification and resolution. The Team Lead serves also as coordinator with parallel Global Support Engineering teams in EMEA. As part of this role, the Team Lead will be working closely with the Global Support team in order to assist in technical challenges and improve the general knowledge of the team, as well as with the R&D/Product departments regarding technical escalations.

RESPONSIBILITIES

  • Ensure the team members meets their Incident Management KPIs (response time, resolution time, % of escalations to other groups, user satisfaction score)

  • Act as the ultimate focal point with different regions in case of escalation / crisis management

  • Manage shift routine – open/close shift, verify balanced ticket distribution

  • Escalation point + manage communication with relevant regions – handle escalations/daily check with Product/R&D

  • Responsible for process adherence of all team members

  • Lead advanced training to the team and other services teams

  • Develop process and maintain effective incident handling 24/7

  • Take key part in on going knowledge sharing and internal documentation creation

  • Coordinate with the Datorama CSG leaders on important incidents and consult on best practices

REQUIREMENTS

  • 4+ years of proven experience in a Technical Support position (preferably Tier 2/3 in a SaaS platform)

  • At least 2 years of managerial experience

  • Excellent communication skills, both written and verbal

  • Proficiency in Excel and SQL

  • Familiarity with Python/Java/JavaScript (preferred)

  • “Problem Solving” character - Ability to apply analytical and investigative skills to resolve customer issues

  • Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution

  • Strong organizational, planning and presentation skills

  • Degree in a quantitative subject as Mathematics, Statistics, Informatics, Economics, Physics or Business (preferred)

  • Committed to self-development and the development of others

  • Demonstrated leadership skills

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.