Customer Support Technical Lead L3

Company Overview

Are you passionate and hardworking? Do you thrive in an entrepreneurial environment? beqom is a fast-growing global enterprise software company. We focus on managing compensation and performance for the world’s largest companies. This means we work with the most exciting brands worldwide to support mission-critical business processes. We help our customers attract, retain, and motivate talent by offering their employees fair, transparent, and effective compensation. In that way, we help companies succeed while making their people happy.

At beqom, you'll be surrounded by passionate, hardworking, and smart individuals that are dedicated to our mission of making people happy. If that sounds inspiring to you, let’s get in touch!

Job purpose

In the role of a Customer Support Technical Lead L3, you will be part of our global organisation and will be serving our customer base by managing their L3 incidents. You will be supporting beqom’s solution and its underlying ecosystem. You will own customers’ escalations, coordination with Engineering and Ops as well as incident resolution until the end. You will be a technical reference and mentor for L1 and L2 levels.

Duties and responsibilities

The candidate should bring at least 5 years of experience in Customer Support, preferably in international environments, managing L2 & L3 types of incidents. The person should have a high sense of ownership of the domain he or she is responsible for. Some of the activities are (but not limited to):
 

• Become a solution expert
• Manage complex issues escalated from L2
• Manage CritSits and organize “war rooms” with the right stakeholders (internal and external)
• Be on top of and follow-up on communications related to a CritSits until resolution
• Own the creation of tickets in JIRA for Engineering and Product and follow-up on them until resolution
• Be a reference in your field of expertise for Support members and other people in the company
• Identify, absorb and manage simple to medium tasks that can be onboarded into Support from elsewhere (Engineering, Ops, Architects, etc.)
• Help onboard, train and mentor engineers from lower Support levels
• Organize and deliver trainings when necessary
• Be able to provide remote on-call shifts to make sure our customers are happy!

Must have

• Extensive experience in troubleshooting and working with SSRS, SSIS, MS SQL Server and Microsoft BI
• Analytical thinking and the ability to understand complex problems quickly
• Structured and solution-oriented way of working, even under pressure
• Good knowledge of the Windows Azure infrastructure and Cloud/SaaS business applications
• Experience with Support & ITIL processes
• Self-confident to drive conversations with customers
• Fluent in English
• A self-starter and proactive mindset

Why join us?

• Dynamic environment favouring initiative and autonomy
• Great opportunity to learn on the job and expand horizons!
• Strong company culture: check our Glassdoor reviews!
• Annual base salary: 110,000 USD - 125,000 USD