Technical Lead, Support operations - SNOW

WHAT YOU WILL BE DOING

• Evaluate, recommend, and implement solutions to address customer issues, following defined best practices for configuration, troubleshooting, and resolution.
• Serve as the primary technical contact to troubleshoot and resolve customer-reported issues on platforms such as ServiceNow or similar enterprise tools.
• Ensure successful delivery of support outcomes within defined SLAs and customer satisfaction metrics.
• Engage with product teams and customers throughout the lifecycle of issue resolution, from initial diagnosis and root cause analysis to implementation of solutions and post-resolution support.
• Collaborate with internal teams to establish and refine technical best practices and operational standards for support delivery.
• Ensure proactive and transparent communication with customers, stakeholders, and internal teams during issue resolution.
• Deliver high-quality technical solutions that are complete, consistent, timely, and aligned with customer expectations.
• Collaborate with stakeholders to assess and configure workflows and platform settings to resolve complex technical and business requirements.
• Produce deliverables such as detailed incident analysis, troubleshooting documentation, root cause analysis reports, and solution guides.
• Provide advanced technical troubleshooting for code-related issues or platform defects impacting customers.
• Offer guidance and mentorship to junior support team members, fostering knowledge sharing and skill development.
• Collaborate with product and engineering teams to resolve systemic issues and contribute to platform improvement.
• Actively contribute to and refine processes for incident management, problem management, and change management within the support team.

WHAT YOU BRING:

• Technical Expertise:
• 7+ years of hands-on experience with the ServiceNow platform or equivalent enterprise support platforms.
• Demonstrated expertise in scripting/coding (e.g., JavaScript, PowerShell) for troubleshooting and automation.
• Experience with technical components such as LDAP, SSL, SAML/SSO, and other enterprise technologies.
• Strong knowledge of Service-Oriented Architecture (SOAP, REST) and web services integration for troubleshooting external system connectivity.




Problem-Solving and Support Skills:

• Proficiency in diagnosing, troubleshooting, and resolving complex issues, including environment-specific problems.
• Ability to identify root causes and recommend proactive solutions to prevent recurrence.
• Strong understanding of Agile/Scrum methodologies to prioritize and address customer tickets effectively.




Customer-Centric Approach:

• Experience in engaging directly with customers to understand and address their business needs through technical solutions.
• A track record of achieving high customer satisfaction scores through effective communication, empathy, and technical depth.




Documentation and Communication:

• Strong technical writing skills to produce clear, detailed incident reports, solution documentation, and customer-facing updates.
• Excellent communication skills for collaborating with internal teams and providing clear, professional updates to customers.