Product Support Team Lead

• Coach, mentor, and develop team members to optimise performance and achieve key performance indicators (KPIs).
• Resolve complex customer issues through advanced troubleshooting and problem-solving, ensuring customer satisfaction.
• Analyse support processes to identify inefficiencies and implement improvements to enhance team efficiency and customer experience.
• Track and analyse key performance indicators (KPIs) to identify trends and develop strategic initiatives to enhance support team performance.
• Leading and mentoring a team of 5 engineers.
• Own your code - be the last line of support cases and handle production issues when necessary.

Requirements

• "Advanced Networking knowledge in Internet environment (TCP/IP, HTTP, DNS, HTTPS/SSL/TLS, Layer2 thru Layer7, load balancing, proxies
• Have 3 or more years of experience in mentoring, and helping to build a technical team.
• Heavy Experience with analyzing Wireshark/TCP-dumps, server logs, core files (kernel and user space)
• and Debugging tools such as Burp/Fiddler/Postman
• Working knowledge with Public cloud deployments
• Solid Security Knowledge including firewalls, CVEs, well known attacks, and best practices
• Experience with CRM systems such as Salesforce/Service Now
• Experience with Jira or similar platform,
• Solid understanding of RFC and standards

·      Preferably someone amenable to work with any shifts

At Brixio, we're passionate about technology and committed to delivering the highest quality of services. Our core mission is to build bespoke digital solutions that span the entire journey, from design, to deployment, to support. We ensure seamless business applications, reinforced cybersecurity, and optimized cloud infrastructure.We can either take the full control of your solutions on your behalf; or bridge your technology gap by adding stacks to your environment. We aspire to be a leading global MSP, transforming the way organizations access and utilize Cloud Infrastructure management & Cybersecurity services.