Team Lead L3 Technical Support

Job Description As a Technical Lead for L3 team at PierianDx, a leader in the clinical genomics space, you will take ownership of providing technical support to the customer success team for the issues they could not resolve in L1/L2. You will examine potential areas for Service Improvement and recommend solutions/proposals to Product Management. Your duties will include working with the customer success department on technical issues, directing team members, and identifying/managing risks in collaborations with other teams. ** Key Responsibilities ** Work with Customer Success management and be aware of implementation projects and timelines; coordinate with project/program managers to plan and support release activities. Interact with internal and cross teams to troubleshoot and resolve complex problems. Develop, coordinate, and promote the effective functioning of problem management activities across all of Pieriandx product & customer success teams. Provide technical leadership by leading and prioritizing the Application/Technical Support teams workload. Guide team members to troubleshoot & resolve technical issues including software system design and maintenance. Contribute to the planning of application/infrastructure releases and configuration changes. Provide input to application/infrastructure scalability. Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis. Maintain application by regular monitoring, performance tuning, and testing activities. Ensure compliance with SDLC processes defined at the organization level to meet quality goals set at the product level. Ensure there are robust procedures and processes within the application support function remit. Stay up-to-date on product and process training required to create quality deliverables at each phase of the product life-cycle. Follow appropriate departmental and company procedures and policies. Design, prepare, and conduct training relating to Problem & Incident Management. Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems. ** Qualifications Required ** Bachelors or Masters of Computer Science or related field. Total years of Experience 6 to 13. - Must have experience in leading technical small to medium size teams. Full-Stack Software Development experience in front end and back end technologies. Outstanding programmer with 5 to 8 years of experience in PierianDx product-related technologies. Strong computer science fundamentals including OO programming, algorithms, data structures, and databases. Experience with continuous integration infrastructure for software development. Soft skills: Good Communication, Active listening, Influencing, Challenge self and team. Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels. Dynamic, energetic, motivated, positive outlook. Team player with good interpersonal skills. Strong customer service and support focus with a desire to deliver a high-quality service. Self-motivated and highly professional with the ability to lead and take ownership and responsibility. Ability to multitask, work under pressure and to tight deadlines. A desire to learn and improve skills and knowledge. Adaptable an