The Senior Support Specialist is a key technical leader within the support team, responsible for handling the most complex technical issues, leading critical incident management, mentoring junior specialists, and driving process improvements. This role requires expertise in system architecture, cross-functional collaboration, automation, and a proactive approach to enhancing service quality. The Senior Specialist also plays a pivotal role in optimizing troubleshooting methodologies, knowledge sharing, and process efficiency.

Duties and Responsibilities

Advanced Technical Issue Resolution & Root Cause Analysis

Take ownership of critical and high-impact technical issues, ensuring swift resolution and minimal downtime.
Perform deep-dive root cause analysis (RCA), collaborating with the Product and Development teams to identify required product improvements and implement long-term solutions.
Develop and refine advanced troubleshooting methodologies for recurring and escalated issues.
Lead technical war rooms and serve as the final escalation point for unresolved issues.
Implement performance monitoring strategies to detect and prevent potential system failures.

Incident Management & Escalation Leadership

Lead high-priority incident resolution, coordinating cross-functional efforts to mitigate service disruptions.
Contact point for the stakeholders.
Establish and improve incident escalation processes to ensure seamless communication and resolution.
Conduct and oversee post-mortem analysis for major incidents, ensuring corrective actions are implemented.
Proactively identify and eliminate operational risks related to system stability and performance.

Customer & Stakeholder Engagement

Attend critical client calls as needed to provide technical insights, updates, and resolution strategies.
Serve as a primary technical contact for key clients, addressing escalated concerns and providing timely updates.
Ensure client feedback is documented and incorporated into process improvements.
Proactively communicate upcoming potential impacts.
Collaborate with internal teams to tailor support solutions based on client needs.
Serve as a trusted technical advisor, collaborating with internal and external stakeholders on service improvements.
Participate in customer-facing discussions, ensuring technical support aligns with business needs.
Drive initiatives to improve customer experience and satisfaction metrics through proactive service enhancements.
Ticket resolution or workaround needs to be within SLA.
Plan weekly SLA tracking (reports, dashboards, feedback, etc) in case to monitor the progress.

Mentorship, Training & Knowledge Sharing

Act as a technical mentor to junior and mid-level Support Specialists, guiding them in advanced troubleshooting.
Design and deliver comprehensive training sessions to upskill the support team in technical best practices.
Develop and maintain an internal technical knowledge base, ensuring up-to-date documentation of complex troubleshooting steps and fixes.
Foster a culture of continuous learning and knowledge sharing within the team.
Utilize AI-driven documentation and knowledgebase to improve support team problem-solving knowledge and timelines.

Process Automation & Efficiency Improvements

Identify and implement automation opportunities to streamline support workflows and reduce manual interventions.
Collaborate with DevOps to deploy self-healing mechanisms and monitoring tools for proactive issue detection.
Optimize ticketing and tracking processes to enhance support response times and resolution rates.
Utilize AI-driven diagnostic tools to improve root cause identification and troubleshooting efficiency.

Collaboration with Development, DevOps, QA & Infrastructure Teams

Work closely with software engineers to provide feedback on common system issues and design improvements.
Partner with DevOps and Infrastructure teams to ensure scalability, reliability, and performance optimization.
Work closely with Quality Assurance team
Assist in defining deployment strategies, ensuring seamless releases with minimal support impact.
Advocate for supportability improvements in product development roadmaps.

Education and Experience

5+ years of experience in technical support, system analysis, or a related role.
Strong expertise in system architecture, networking, and infrastructure troubleshooting.
Proven experience handling high-impact incidents and leading escalations.
Proficiency in monitoring tools, automation scripting, and system performance analysis.
Strong leadership skills with experience in mentoring and training technical teams.
Excellent communication skills to collaborate across teams and lead stakeholder discussions.

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