Support Team Lead

Job Title: Support Team Lead

Location: Redmond, WA (Onsite)

Duration: Long-Term

About WaferWire: WaferWire Cloud Technologies (WCT) specializes in delivering comprehensive Cloud, Data and AI solutions through Microsoft's technology stack. Our services include Strategic Consulting, Data/AI Estate Modernization, and Cloud Adoption Strategy. We excel in Solution Design encompassing Application, Data, and AI Modernization, as well as Infrastructure Planning and Migrations. Our Operational Readiness services ensure seamless DevOps, ML Ops, AI Ops, and Sec Ops implementation. We focus on Implementation and Deployment of modern applications, continuous Performance Optimization, and future-ready innovations in AI, ML, and security enhancements. Delivering from Redmond-WA, USA, Guadalajara, Mexico and Hyderabad, India, our scalable solutions cater precisely to diverse business requirements and multiple time zones (US time zone alignment).

Job Description:

We are seeking a skilled Support Team Lead to manage helpdesk tickets for our customers and lead a team of support engineers.

Key Responsibilities:

• Lead and mentor a team of support engineers, providing guidance and support to ensure high-quality service delivery.
• Oversee the daily operations of the support team, including ticket management, issue resolution, and customer communication.
• Develop and implement support processes and best practices to improve efficiency and customer satisfaction.
• Collaborate with cross-functional teams to address complex technical issues and drive product improvements.
• Monitor team performance and provide regular feedback to support engineers.
• Conduct regular team meetings to discuss ongoing issues, share knowledge, and promote a collaborative work environment.
• Ensure timely and accurate documentation of technical knowledge in FAQs and troubleshooting guides.
• Manage escalations and ensure that critical issues are resolved promptly and effectively.
• Knowledge of Office 365 technologies, particularly Microsoft Teams and apps in the Office Admin center.
• In-depth knowledge of Microsoft Teams’ features, functionalities, and best practices.
• Familiarity with Microsoft 365 and SharePoint integration with Teams.
• Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments.
• Experience working with network capture and analysis tools like Fiddler and Developer tools (Browser).
• Engaging with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
• Experience supporting the M365 suite of products and troubleshooting web and desktop apps.
• Ensure following standard procedures for escalating to the appropriate feature teams as required.
• Monitoring and assigning emerging issues to the engineer for escalation.
• Using tools like Log Reader and Fiddler to troubleshoot and reproduce issues.

Qualifications:

• Proven experience as a Support Engineer, with additional experience in technical leadership position.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and customer service abilities.
• Familiarity with helpdesk ticketing systems and escalation procedures.
• Experience with tools like Log Reader, Fiddler, and Browser Dev tools.
• Ability to lead and motivate a team, fostering a positive and productive work environment.

Compensation / Salary Range: The typical pay for this role across the U.S. is: $90,000 - $105,000 Per Annum. Factors that may affect pay within or outside of this range may include but not limited to geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits: Medical, dental, Vision, Life, PTO, Holidays, 401(k) benefits and ancillaries may be available for eligible WCT employees and may vary depending on the nature of your employment.

WCT will accept applications and processes offers for these roles until the role is filled.

Equal Employment Opportunity Declaration:

WCT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.