Technical Support Team Lead (offline)

Responsibilities:
- Provide triage and investigation of customer technical issues with the form.com platform over phone, chat, and/or email;
- Escalate and engage with the Engineering, Production, and/or Project Delivery team upon issue identification for resolution; provide relevant entries from log files and create issue description to facilitate issue resolution;
- Lead customer and internal team communication regarding platform outages, issues, and/or customer specific issues;
- Create root cause analysis documentation as required based on issue findings;
- Act as the point of escalation for the high visibility or impact platform issues as required;
- Technical support team management.

Qualification and skills:
- 4+ years working in Support help desk (L1 and L2) for IT products;
- 2+ years of experience managing Support help desk for IT products;
- General technical aptitude as demonstrated by some prior hands-on technical experience, specifically with API /testing tools (Postman/Soap UI);
- Experience with Linux (or other Unix-like operating systems) and SQL;
- At least upper-Intermediate English and excellent communication skills;
- Willingness to build and develop own team from scratch;
- Initiative and self-motivated.

Will be a plus:
- Knowledge of Java, CSS and other technologies;
- Experience with common support and technical tracking platforms such as JIRA and Zendesk;
- Meticulous attention to detail;
- Proven experience with SAAS company and B2B business mode.

Why Form.com?
Product company with non-standard work approach
Challenging projects
Professional growth opportunities

About Form.com

FORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM activates and connects teams in the field — with leaders, missions, and each other — so they can deliver success in the enterprise. The FORM field execution platform serves as a digital assistant for frontline teams by guiding daily tasks, streamlining data collection, facilitating real-time communication, and providing leaders with real-time intelligence to drive faster actions and better decisions. FORM offers the world’s only integrated task management and image recognition platform and enables smart audits on more display types than any solution in the market, plus industry-leading field communications and photo reporting capabilities. FORM solutions have been deployed by Fortune 500 companies around the world.

FORM offers competitive salaries and full benefits for full-time employees and is an Equal Employment Opportunity (EEO) employer—welcoming all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.

Company website:
https://www.form.com/

DOU company page:
https://jobs.dou.ua/companies/form-com/