Technical Support Lead

LotusFlare is a provider of cloud-native SaaS products based in the heart of Silicon Valley. Founded by the team that helped Facebook reach over one billion users, LotusFlare was founded to make affordable mobile communications available to everyone on Earth. Today, LotusFlare focuses on designing, building, and continuously evolving a digital commerce and monetization platform that delivers valuable outcomes for enterprises. Our platform, Digital Network Operator® (DNO™) Cloud, is licensed to telecommunications services providers and supports millions of customers globally. LotusFlare has also designed and built the leading eSIM travel product - Nomad. Nomad provides global travelers with high-speed, affordable data connectivity in over 190 countries. Nomad is available as an iOS or Android app or via getnomad.app.

Job Responsibilities

• Lead and manage the technical support team, providing guidance, coaching, and mentorship to fellow tech support specialists.
• Oversee the day-to-day operations of the support team, ensuring that service levels and response times are met.
• Handle escalated customer issues ensuring timely resolution.
• Collaborate with cross-functional teams, including Project Managers, Solution Architects and developers, to address customer needs and enhance product offerings.
• Develop and implement support processes, tools, and documentation to optimize the team's efficiency and effectiveness.
• Continually assess current communication processes, propose improvements, and implement best practices with the overall goal of providing an effective and delightful customer support experience.
• Conduct regular performance reviews, provide feedback, and identify areas for skill development and improvement.
• Analyze support ticket trends, identify root causes, and propose initiatives to enhance product reliability and customer satisfaction.
• Leverage prior experience in tech support for B2B2C products to establish support metrics and KPIs, generate reports, and present findings to management.

Job Requirements

• Bachelors/Masters degree Science/Engineering, or a significant related experience.
• 5+ years of experience in technical support or a similar customer-facing role.
• Excellent communication skills, with the ability to articulate technical concepts to both technical and non-technical audiences.
• Proven experience in a leadership or supervisory role, with the ability to motivate and inspire a team.
• Prior experience supporting B2B2C products, with a deep understanding of the unique challenges and considerations in this context.
• Experience working with cloud-native platforms (e.g., AWS, Azure, GCP) and virtualization technologies.
• Proven ability to work independently, manage multiple priorities, and adapt to a fast-paced and evolving environment.
• Experience working with outsourced and in-house support team members
• Ability to work directly with key enterprise customers during production matters

Benefits

• Competitive salary package
• Paid lunch (In the office)
• Private healthcare
• Yearly bonus
• Training and workshops
• Truly flexible working hours
• Top-of-the-class engineers to learn from and work with

About Us

At LotusFlare, we attract and keep amazing people by offering two key things:

• Purposeful Work: Every team member sees how their efforts make a tangible, positive difference for our customers and partners.
• Growth Opportunities: We provide the chance to develop professionally while mastering cutting-edge practices in cloud-native enterprise software.

From the beginning, our mission has been to simplify technology to create better experiences for customers. Using an “experience down” approach, which prioritizes the customer's journey at every stage of development, our Digital Network Operator™ Cloud empowers communication service providers to achieve valuable business outcomes. DNO Cloud enables communication service providers to innovate freely, reduce operational costs, monetize network assets, engage customers on all digital channels, drive customer acquisition, and increase retention.

With headquarters in Santa Clara, California, and five major offices worldwide, LotusFlare serves Deutsche Telekom, T-Mobile, A1, Globe Telecom, Liberty Latin America, Singtel, and other leading enterprises around the world.

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