Technical Support Lead

Plivo is looking for an experienced technical lead to manage a dynamic team, oversee the support delivery, talent management and customer satisfaction. This role is responsible for managing and developing some of the brightest technical talents which drive customer satisfaction and product support which is critical to Plivo's success.

As part of this role you will:
• Lead, schedule, and coordinate daily work, meetings, and projects relevant to the team and unit
• Be on top of the Plivo products, offerings and day to day business operations
• Focus on customer satisfaction, technical proficiency, timeliness of support delivery and understanding customer needs around speed, quality and value
• Drive support excellence initiatives to enhance customer's support experience
• Prepare business continuity plan from support delivery perspective
• Be responsible to assess employees’ performance on a regular basis
• Ensure team members develop their professional skills through active participation in relevant events, training, mentoring and communities
• Manage high priority escalations with finesse. Take charge of the situation at your level and respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned; engage directly with customers, internal escalation/ engineering teams, upper management, and ensure robust status communication