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Second Line Support Lead SaaS
hace 3 meses
Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.
We are seeking a highly skilled and proactive Second Line Support Lead SaaS to join our team. This role is critical in bridging the gap between first-line support and the development team, ensuring that our internal and external customers receive top-notch service. The ideal candidate will possess strong technical skills, leadership abilities, and a commitment to accountability and delivering results, particularly within a SaaS environment.
Location: Remote
What you will be doing:
- Provide advanced support to internal operations, upper management, job applicants, and individuals interested in our services.
- Utilize Zendesk to handle escalations and ensure timely resolution of issues.
- Use Jira to escalate incidents to the development team and log your work effectively.
- Act as a mentor to junior colleagues, sharing knowledge and experience to improve the team's skills.
- Run and create Python scripts for automation, data manipulation, and problem-solving tasks.
- Manage and troubleshoot PostgreSQL databases, including performance bottlenecks, data integrity problems, and connection errors.
- Monitor services alerts using Grafana and ensure accurate interpretation of its dashboards.
- Work with CI/CD pipelines and manage different environments (development, staging, production, UAT) using tools such as GoCD and Bitbucket pipelines.
- Assist in the deployment process across multiple environments and troubleshoot associated issues.
- Collaborate with developers, QA engineers, and DevOps professionals, actively participating in the software development lifecycle.
- Participate in agile ceremonies such as stand-ups, sprint planning, and retrospectives. Identify and implement improvements in workflow and support processes.
- Integrate new tools to optimize efficiency and productivity.
- Stay updated with the latest technologies and trends, proposing and implementing innovative solutions.
- Serve as a bridge between first-line support and the development team, ensuring smooth communication and quick resolution of issues.
- Communicate effectively with team members and customers to provide high-quality support and improve customer satisfaction.
- Lead by example, demonstrating accountability for decisions made in meetings and taking responsibility for delivering results.
- Participate in planning and executing strategies to enhance customer support and operational efficiency.
- Ensure timely and effective communication with team members and stakeholders.
To excel in this role, you should possess:
- Expert proficiency in Python scripting for automation, data manipulation, and problem-solving tasks.
- Advanced skills in managing and troubleshooting PostgreSQL databases, including performance optimization and data integrity.
- Expert knowledge of Zendesk for customer support management and escalation handling.
- Advanced experience with Jira for tracking and managing incidents, bugs, and feature requests. Advanced skills with CI/CD pipelines using tools like GoCD and Bitbucket pipelines.
- Experience with AWS for cloud services management, RDS knowledge, and AWS backup and restoration.
- Intermediate to advanced ability with monitoring tools such as Grafana, including interpreting dashboards and alerts.
- Experience with additional scripting languages such as Bash or PowerShell. Familiarity with other CI/CD tools such as Jenkins or GitLab CI.
- Proficiency with containerization and orchestration tools like Docker and Kubernetes. Experience with other monitoring and alerting tools like Prometheus or Nagios.
- Familiarity with Python libraries and frameworks such as FastAPI, Pandas, NumPy, and Requests.
- Strong communication and collaboration skills. Effective problem-solving and analytical abilities.
- Demonstrated leadership and mentoring capabilities.
- Proactive and self-motivated with a strong sense of accountability.
- Ability to work effectively in a team environment and manage multiple priorities.
- Python scripting (Expert)
- PostgreSQL management and troubleshooting (Advanced) Zendesk (Expert)
- Jira (Expert)
- CI/CD pipelines (Advanced)
- AWS management, RDS knowledge, and restoration (Advanced) Grafana monitoring (Intermediate to Advanced)
- Join a powerful tech workforce and help us change the world through technology
- Professional development opportunities with international customers
- Collaborative work environment
- Career path and mentorship programs that will lead to new levels.
