We are looking for a Technical Support Leader to bridge software engineering and global technical support. As a key member, you will ensure that technical support teams have the necessary knowledge to handle new product features and offerings before and after launch.
This role collaborates with Product Management and Development teams to evaluate and prioritize defect resolution efforts, balancing user impact and business objectives.
Key Responsibilities:
* Work closely with Product Teams to gain insights into product development roadmaps, focusing on feature and functionality review at the beginning of the product lifecycle.
* Prioritize Bug fixes for future product releases based on Bug criticality and User impact.
* Review supportability & usability requirements for future product releases, including working with Operations to determine headcount needed to support each new product & release.
* Support Beta customers as needed.
* Drive knowledge creation to empower self-service and case deflection in collaboration with writers/product team prior to General Availability.
* Awareness of post-GA bugs and prioritization of critical Bug fixes throughout the product lifecycle.
* Identify top trends and issues post GA and feed back to Development and leadership.
* Drive the creation of GTS specific training for each new product or release prior to General Availability and handover to support.
* Work with Product engineering on developing deployment best practice guides – known gotchas etc.
* Collaborate with other GTLs to develop consistent methodologies and best practices for the wider program.