The role of Technical Support Team Lead involves leading a team of up to 12 individuals by structuring teamwork clearly defining responsibilities and ensuring ownership and accountability. The ideal candidate will collaborate closely with QA development and product teams to resolve issues efficiently and proactively identify opportunities for system process and workflow improvements including automation initiatives. The successful candidate will have hands-on leadership experience active involvement in daily operations and be adept at designing implementing and continuously improving multi-level support workflows including escalation paths and SLAs. They should be skilled in converting support insights player feedback and incident data into technical product and process improvements while being familiar with support tools like Zendesk and Jira and have a solid understanding of REST APIs. Automation of support operations using scripts and workflow tools is essential along with confidence in analyzing technical logs. Strong English language skills are required and extra consideration will be given to candidates with experience in the video games industry.
