Technical Support Lead
at Our client company is into Computer software. (YB1)
- Work directly with enterprise customers to replicate, troubleshoot, and resolve complex technical issues
- Build out a growing technical team distributed across the Asia-Pacific region with core support process and skills
- Work with our developers to identify defects and opportunities for product improvement
- Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure
- Define and inspire changes to our product with our development engineering team based on feedback from customers and partner implementations
- Develop and contribute to internal and external knowledge bases
- Provide support on weekdays and also off-hours on an as-needed and scheduled rotational basis
- Be a champion for our customers. Go above and beyond to ensure customers are getting the most out of their investment in the company platform.
You'll need:
- Excellent written and verbal communication skills – you’re able to work with a wide variety of people and collaborate with geographically distributed teams and effectively communicate everything from data points to critical feedback
- Entrepreneurial spirit and are not afraid to take on new challenges
- Customer Obsession – you are passionate about delivering a high-quality support experience and providing customers with the tools they need to succeed. You judge our own success by the success of the team and the happiness of our customers.
- Professional experience troubleshooting at least five of the following: Linux Sysadmin experience, Kubernetes, ansible, Postgres, MongoDB, MySQL, Cassandra, Database Administration, management of distributed systems, network troubleshooting including tcpdump, query performance, performance troubleshooting with tools like perf and strace
- Well recommended candidates will have experience scripting and writing code in Python, Bash, and Java, or have some full-stack web development experience.
- 12+ years in a technical support role required
- Prior experience as a technical lead preferred
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About Us
Zupee is India’s fastest growing innovator in real money gaming with a focus on predominant skill focused games. Started by 2 IIT-Kanpur alumni in 2018, we are backed by marquee global investors such as WestCap Group, Tomales Bay Capital, Matrix Partners, Falcon Edge, Orios Ventures and Smile Group.
Know more about our recent funding: https://bit.ly/3AHmSL3
Our focus has been on innovating in the board, strategy and casual games sub-genres. We innovate to ensure our games provide an intersection between skill and entertainment, enabling our users to earn while they play. We are at the cusp of scaling rapidly; we’ve only just begun!
Location: We are location agnostic & our teams work from anywhere.
Core Responsibilities:
-Will be responsible for architecting, scaling and optimizing the entire technology platform across website and mobile for Zupee's Gaming Studio in alignment with the business vision.
-Will work closely with the founders, technology, product, marketing data science, data analytics, design, research & innovation, user relations team to identify opportunities for innovation and technical hurdles to business success.
-Will lead the evaluation and identification of the right technology stack for delivering Zupee's product portfolio.
-Will be responsible for driving the technology stack or engineering function-related people or team, processes, capabilities, and tools.
-Will establish key engineering-related metrics to measure product-stack mix success and optimization as the situation changes.
What are we looking for?
-Must have experience working in the Startup domain.
-Should have at least 9+ years of overall experience in engineering and must have played a leadership role, out of her/his overall experience.
-Hands-on engineering leader who has been an architect of scaling platform and deciding tech roadmap.
-Must have worked on emerging Tech Stacks.
-Must have a proven track record of independently architecting, scaling, and optimizing technology products from the ground up or prototype stage; delivering within time, budget and quality in the B2C environment.
-Good to have experience in startup domains and exp. starting or developing products from scratch.
-Must have demonstrated the ability to independently evaluate and identify relevant technology stacks (backend, frontend for mobile & web, and database management) for the product. (Preferably into NodeJS/ReactJS/Microservices architecture).
-Must have experience in business partnering, team building, program delivery, and product relatability.
-Has the ability to be hands-on, think clearly, analyze quantitatively, make data-driven decisions, communicate coherently, organize effectively, prioritize and relate to the business.
-Is metric-driven, fast-paced, attentive to detail, data-driven, and self-motivated.
-Is analytical, curious, a problem solver, and can influence stakeholders.
-Has a bias for diagnosis and action Culture Cues.
- Full-stack developer with extensive knowledge of software development and agile methodologies, building native applications using JavaScript, and a portfolio of apps already published in-app store or self-hosted.
- Minimum 2-3 years experience working on Flutter projects/products.
- Good to have Healthcare domain experience.
- Ability to clearly understand requirements and translate them to software.
- Review business requirements, identify gaps, and assist in authoring functional design documents.
- Analytical mind with problem-solving aptitude.
- Proactive and self-starter requiring minimal supervision, who can collaborate with multiple stakeholders in the company.
- Good to have or awareness of Artificial Intelligence and Machine Learning algorithms and Python framework.
- Proficiency in relational databases like SQL Server and Oracle.
- Knowledge of cloud technologies (AWS, Azure, Google cloud), container, and virtualization will be a big plus.
- Familiarity with Continuous integration (Jenkins/Hudson), automated testing, and version control (GitHub, SVN).
- Knowledge of 3 rd party libraries and APIs, modern frameworks and design patterns, and test automation tools for Unit and Performance testing.
- Awareness of secure coding practices and standards. Page 2 of 3 Above all, you should love to build and ship products that real people use every day!
Roles and responsibilities:
- An ideal candidate will exhibit the following traits:
- Adapt and work on distributed technology stacks.
- Work with BAs to define or elaborate business software requirements.
- Design and build responsive and usable interface (UI/UX) for mobile applications through appealing, visual design.
- Take ownership of product features and work closely with stakeholders to ideate and rapidly release minimum viable product or mobile app solutions across healthcare products.
- Extensive experience with SDLC phases including Agile methodologies.
- Assist in designing client-side and server-side architecture.
- Perform code reviews, validation, and verification testing.
- Knows the use of version control software (GIT).
- Document technical design and unit test plans.
- Must have experience in working with multiple & small teams.
- Evaluate security and regulatory requirements.
- Proactively communicate in providing status reports and report blockers.
- Debug code, solve incidents and defects.
- Develop well-managed, high-quality, scalable, and reusable code.
- Should have excellent English (both verbal and written) skills.
- Should have excellent interaction and client communication skills.
- Solve technical challenges and take pride in their solutions and code.
Advantageous
- Java/Swift experience
- Understanding of Android Keyboard API
- Experience with optimizing applications for better performance and response
You will get to design, architect and develop complex enterprise software and SaaS web applications leveraging modern web stack.
Roles & Responsibilities
Design & build highly scalable, high performance, responsive web applications.
Take full ownership and responsibility for building, shipping, and maintaining core product features, end to end. Help out in building the backend & front-end infrastructure.
Translation of requirements, designs and wireframes into high quality code. Collaborate closely with designers, engineers, founders and product managers.
Mentor team members and review their work.
You will enjoy this role if you...
Are a geek with a desire to stay ahead of the curve.
Like building beautiful well-architected software products with millions of users.
Work collaboratively as part of a close-knit team of geeks, architects and leads.
Desired Skills & Experience:
2 - 6 years of production experience with modern web frameworks - Ruby on Rails, Phoenix/Elixir and/or Django/Python.
Should have sound experience in developing scalable / distributed SaaS apps
Should have good knowledge and work experience in REST API implementations, JSON format handling, caching, sessions, multi-threading, etc.
Should be comfortable with database schema design and leveraging SQL & NoSQL (PostgreSQL, MySQL, Redis, Elasticsearch, DynamoDB)
Experience developing, consuming and transforming internal and 3rd party API's (REST and GraphQL)
Experience with code quality and reusability practices (CI/CD for back-end & front-end repos)
Solid foundation in data structures, algorithms, distributed systems, design patterns.
Strong understanding of software engineering best practices, including unit testing, code reviews, design documentation, debugging, troubleshooting, and agile development
Communication: You like discussing a plan upfront, welcome collaboration, and are an excellent verbal and written communicator.
Bachelor’s degree in Computer Science or equivalent experience.
Bonus points if you have...
Exposure to front-end technologies like React/Redux, Javascript/Typescript etc.
Cloud native development on AWS or GCP
Experience with implementation of container technologies like Docker, Kubernetes. Knowledge of continuous integration, continuous delivery and enterprise DevOps concepts.
- 5-6 years of proven excellence in IT- Business Development or inside sales.
- Mandate experience in Appointment setting.
- Must have B2B sales experience.
- Shift timings- 5:30pm to 2;30 am IST(8:00 am to 5:00 pm US-EST)
- 6:30 pm to 3:30 am IST ( 9:00am to 6:00pm US- EST)
- Tool Handling - LinkedIn Sales Navigator, Hubspot, Salesforce, Outreach etc
- Location - Remote (PAN INDIA)
- Should have experience in both sales (hunting) and Account Management (Farming)
- Should have a track record of managing an account for more than 4-7 years with the growth record
- Should possess excellent oral and written communication skills
- Should be willing to have short trips to US / UK for 4 - 7 times a year
- Should have a very good understanding of Technology services
- Should have managed multiple customers/clients
- Exposure to project/ program management would be desirable
Responsibilities:
- Establish productive, professional relationships with key personnel in assigned accounts.
- Build a deep understanding of the assigned account's business and identify potential opportunities.
- Build the pipeline for the existing and new services.
- Be the Primary contact to the assigned account and ensure the relationship is built at all levels.
- Coordinate the involvement of company resources, including delivery, support functions, and management team to meet the account performance objectives and customer expectations.
- Proactively assess, clarify, and validate customer needs on an ongoing basis.
- Responsible for Customer Satisfaction and work with the counterpart on the delivery side
- Own the account and perform the Account Analytics to be able to create growth
- Make sure the CRM is up to date.
- Ensure Account level metrics exist and run a monthly/quarterly steering committee meeting with the stakeholders on both sides
- Own the contract process with all the accounts
- Ensure the client has the complete visibility of all the Aspire services with periodic updates
- Meets assigned targets for profitability and strategic objectives in assigned accounts.
- Ensure compliance to the Account Management process as defined by the company
Accountabilities and Performance measures:
- Achieves assigned targets in the designated accounts.
- Meets assigned expectations for profitability.
- Ensure the collections are done on time (DSO is a metric)
- Achieves strategic customer objectives defined by company management.
- Completes strategic customer account plans that meet company standards.
- Work timing would be aligned to the respective geography.
Key communication points:
- Within Aspire: Senior Management, Service Line Heads and Managers, Project Managers of the assigned accounts, Marketing teams
- Customer Side: CXO, VPs, Product Managers
- Maintains high customer satisfaction ratings (CSAT) that meet company expectations.