Product Support Engineer Team Lead Tier 2

Support Team Leader

We are seeking a dedicated and experienced Team Leader to lead and support our support technicians in providing exceptional technical support to our CATO Networks customers worldwide.

As a Team Leader, you will be responsible for team leadership, onboarding new hires, managing personal matters, conducting meetings, ensuring process compliance, providing mentoring and feedback, managing team messaging, overseeing ongoing ticket management, identifying technical gaps and process improvements, handling customer escalations, and fostering collaboration within the team.

Responsibilities:

• Lead, coach, and mentor a team of support technicians.
• Facilitate the onboarding process for new hires and manage personal matters.
• Conduct regular 1:1 and team meetings to foster open discussions and idea sharing.
• Ensure the team operates per roles and responsibilities and respected processes.
• Provide mentoring and feedback to address weak spots and improve performance.
• Serve as a liaison for team messaging and deliver updates to management.
• Manage ongoing ticket progress and escalate when necessary.
• Identify and raise technical gaps and process improvement opportunities.
• Take ownership of customer escalations and resolve issues promptly.
• Collaborate with team members and colleagues to address larger scope issues.
• Working days - Monday - Friday.

Requirements:

• Strong technical proficiency in networking, firewalls, and security protocols.
• Excellent troubleshooting abilities and a passion for solving technical challenges.
• Effective communication skills with a focus on customer service.
• Adaptability and flexibility in a fast-paced environment.
• Proven leadership experience and the ability to motivate a team.

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