Lightedge
Triage and Support Supervisor (Night Shift)
Austin, Texas
No sponsorshipDetected 35 days ago
AWSAzureLinuxData AnalysisPerformance ManagementCustomer SupportFirewallCiscoSD-WANNetwork MonitoringCommunication
About the role
- The primary responsibility of the Triage and Support Supervisor is to assist in leading the support teams to ensure that every customer interaction is upholding Lightedges's customer-centric culture. You will also drive performance improvement through data analysis, process design and implementation, and customer service training. Success in this position
- will result in inspiring and empowering the team, while further propelling the satisfaction of our customers. This individual must be flexible with working nights and weekends as needed and respond to major incidents within SLA timeframes. This position reports to the Manager of Support and Triage.
Responsibilities
- Partner with the Manager of Triage and Support to help develop and coach the teams to deliver exceptional customer experiences
- Support the teams by assisting in training, team meetings, and on-call responsibilities
- Ensure departmental policies, procedures, and documentation accurately reflect current practices. Develop changes and/or modifications when appropriate
- Audit and maintain integrity of operations-centric data in all tools and systems, including proper closure of tickets/tasks with updates
- Lead by doing, and actively work customer cases while maintaining technical knowledge needed to function as a member of the team
- 2 years of technical and customer technical support supervisor experience, preferably with Data Center technologies or in a NOC environment
Requirements
- Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.
Benefits
- Maintain shift coverage schedule for employees, including coordinating coverage for time off requests and approving timesheets
- Education and Experience
Company info
- Respond to all major incidents as the Communication Manager while on shift to create and send incident notices and updates to internal and external customers
Visa & Work Authorization
- Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.
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This listing is sourced directly from Lightedge's careers page and normalized into a canonical job model.