Key Responsibilities:

• Customer Support Management : Manage and lead a team of support analysts, including 24x7 Level 1 Support Engineers and Level 2 System Administrators, to provide timely and effective technical support to global customers of client's video analytics solution. Ensure that customer issues are resolved in a timely manner, meeting or exceeding agreed-upon service level agreements (SLAs).
• Proactive Process Enhancement: Take initiative to proactively analyze and identify areas for improvement in support processes, tools, and documentation. Independently develop and implement enhancements or build new processes to streamline operations, improve efficiency, and enhance customer satisfaction. This includes working closely with Infra/Deployment, as well as Dev to maintain relevant product knowledge via the knowledge base repository of Fresh desk and develop appropriate support and services process flows specific to the tools and telemetry datasets provided via the client Command Center and other monitoring tools
• Escalation Management : Develop and manage escalation processes to client Level 3 DevOps engineers, client Technical Project Managers, customer technical IT contacts, and customer camera integrator to ensure timely and effective resolution of complex technical issues. Coordinate with cross-functional teams to prioritize and resolve escalated issues.
• Technical Expertise : Develop and maintain a deep understanding of client's video analytic solution, including its features, functionalities, limitations, and integration with other systems. Stay updated with the latest product releases, enhancements, and technical documentation to provide accurate and up-to-date support to customers, as well as to redesign support flows and processes or develop new where lacking.
• Customer Relationship Management : Build and maintain strong relationships with global customers, serving as a primary point of contact for their support needs and working alongside client Technical Project Managers and Customer Relationship Managers. Understand customer requirements, issues, and feedback, and provide appropriate solutions or escalate to relevant teams for resolution. Proactively communicate with customers to provide updates on issue resolution progress and ensure customer satisfaction. Develop and provide on a periodic basis to each customer a comprehensive set of support KPI’s with the goal of maintaining or continuously working towards the highest standards of and adherence to SLA’s.
• Team Management: Provide leadership, mentoring, and guidance to the support team, including conducting regular team meetings, performance evaluations, and skill development sessions. Foster a positive and collaborative team environment, encourage knowledge sharing, and ensure that the team is motivated and engaged
• Cross-functional Collaboration : Collaborate with cross-functional teams, including Infrastructure/Operations, Product Management, Engineering/Analytic, Quality Assurance, and Sales, to ensure effective communication and coordination in resolving customer issues. Provide feedback to relevant teams on product enhancements, bug fixes, and customer requirements to drive product improvement.
• Reporting and Documentation : Generate regular reports on support team performance, customer feedback, and key support metrics. Maintain accurate documentation of support activities, including ticketing systems, knowledge bases, and customer interactions

Qualifications:

• Bachelor’s degree in computer science, information technology, or a related field.
• Proven experience in managing a support desk or service desk for a technology product, preferably in the video analytics or related industry.
• Proven Linux/Ubuntu operational experience– hands-on command line and troubleshooting experience
• Proven server hardware operational experience- setup, monitoring, troubleshooting, escalation to hardware support provider (Dell, HP, Lenovo, etc)
• Proven ability to proactively and independently enhance or build new support desk processes to improve operational efficiency, customer satisfaction.
• Experience in managing a team, including 24x7 Level 1 Support Engineers and Level 2 System
• Administrators, with knowledge of escalation processes.
• Strong customer service orientation, strong proactive mindset, and a strong affinity to process development and adherence and compliance to SLAs.
• Strong technical aptitude and understanding of software applications, server-based systems, cloud realms, and networks.
• Excellent verbal and written communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences, especially with customer contacts