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    Back End Developer - Malaysia, Kuala Lumpur - Axrail

    Axrail
    Axrail Malaysia, Kuala Lumpur

    2 days ago

    Default job background
    Full time
    Description

    As a Technical Support Lead, you will lead and manage a team of technical support specialists, ensuring the smooth operation of delivered projects by providing expert support, managing enhancements and bug fixes, and overseeing maintenance activities. You will play a pivotal role in supporting projects built on a diverse range of technologies, including but not limited to Python programming language, AWS stack, and API technologies. Your ability to adapt to and learn new technologies or tech stacks as necessary will be crucial in troubleshooting complex technical issues and providing innovative solutions to support our projects effectively.

    Responsibilities:

    1. Lead and manage a team of technical support specialists, providing guidance, mentorship, and support to ensure the team's effectiveness and productivity.

    2. Be accountable for the performance and outcomes of the technical support team, setting clear objectives, and KPIs, and regularly reviewing performance against targets.

    3. Provide hands-on technical support for delivered projects built on various technologies, including Python programming language, AWS stack, and API technologies, as well as adapt to new technologies or tech stacks as necessary. This includes troubleshooting, bug fixing, enhancement implementation, and maintenance activities.

    4. Collaborate with cross-functional teams, including developers, project managers, and quality assurance teams, to ensure timely resolution of issues and effective support delivery.

    5. Utilize your expertise in various technologies, including Python programming language, AWS stack, and API technologies, to read, understand, and write code, enabling you to troubleshoot complex technical issues and provide innovative solutions.

    6. Develop and maintain support documentation, including knowledge base articles, troubleshooting guides, and best practices, to facilitate efficient support processes.

    7. Act as a point of escalation for complex technical issues, providing expert guidance and support to resolve critical issues in a timely manner.

    8. Lead the implementation of support tools and systems to streamline support processes and improve efficiency.

    9. Conduct regular training sessions and knowledge sharing sessions to upskill team members and enhance their technical capabilities.

    10. Stay up-to-date with emerging technologies, industry trends, and best practices in technical support, and be prepared to adapt to and learn new technologies or tech stacks as necessary, incorporating them into the team's processes and workflows.

    11. Foster a culture of continuous improvement within the technical support team, encouraging feedback, and implementing process enhancements to optimize support delivery.

    Qualifications:

    Bachelor's degree in Computer Science, Information Technology, or related field.

    5 years of experience in technical support roles, with demonstrated experience in leading and managing support teams.

    Strong technical skills in various technologies, including Python programming language, AWS stack, and API technologies, with the ability to adapt to and learn new technologies or tech stacks as necessary.

    Excellent communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.

    Proven leadership and team management abilities, with a track record of motivating and developing high-performing teams.

    Experience working in a fast-paced, dynamic environment, with the ability to prioritize and manage multiple tasks simultaneously.

    Strong analytical and problem-solving skills, with a keen attention to detail.

    Certifications such as ITIL, CompTIA A+, AWS Certified Solutions Architect, or relevant vendor certifications are a plus.

    *Only shortlisted candidates will be notified

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