Support Lead - Database Support

About the role

The Support Lead plays a crucial role in enhancing customer satisfaction by executing continuous improvement initiatives and providing expert technical assistance. This position is responsible for leading efforts in troubleshooting complex issues, conducting root cause analyses, and implementing preventive measures to enhance the overall support process.

What you'll do

• Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Support Methodologies, Ensuring Timely And Effective Solutions For Customer Issues
• Conduct Hands-On Root Cause Analysis For Critical Faults, Documenting Findings And Recommending Actionable Solutions To Prevent Recurrence
• Implement Preventive Measures And Best Practices To Minimize Future Defects And Enhance System Reliability And Performance
• Provide Technical Guidance And Assistance To Team Members In Resolving Customer Issues, Fostering A Collaborative Environment For Knowledge Sharing
• Execute Continuous Improvement Activities By Analyzing Support Processes, Identifying Areas For Enhancement

What you need

• Root cause analysis
• Troubleshooting
• Any graduate

Good to have

• ITIL