• Provide N2 and N3 support for digital applications; • Perform advanced troubleshooting and analysis of critical production incidents; • Develop fixes and support the stabilization of environments; • Handle and manage tickets via ServiceNow; • Participate in and lead war rooms (crisis rooms); • Support deployments, perform technical validations and implement rollback strategies; • Monitor applications, integrations, infrastructure and performance; • Execute root cause analysis (RCA) using logs, metrics and traces; • Work closely with development, architecture, infrastructure teams and vendors; • Ensure the health of the production environment and oversee change requests (GMUDs); • Propose improvements to observability, resilience and operational stability.

• Own customer issues from initial response through resolution, escalating when needed with clear documentation. • Troubleshoot platform and data ingestion issues across cloud and Kubernetes environments. • Support integrations including Filebeat, Fluentd, Fluent Bit, OpenTelemetry, AWS, and Azure services. • Help customers adopt and use Logz.io AI-powered features. • Provide timely, empathetic, and professional customer communication. • Collaborate with Product, Engineering, and Customer Success to improve customer experience. • Contribute to internal knowledge bases and documentation.

• Support end-to-end card payment operations • Act as a key point of contact for clients • Oversee requests and facilitate technical discussions • Ensure compliance, delivery, and incident resolutions

Role Description The Team Leader will be responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency. - Provide effective leadership and supervision to a team of representatives - Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives - Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment - Address employee concerns, conflicts, and performance issues in a timely and effective manner - Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs) - Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency - Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows - Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction - Stay updated with industry best practices and trends to drive process improvements and innovation within the team - Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members - Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles - Collaborate with other team leads and managers to share best practices and implement consistent processes - Serve as a point of contact for escalations and handle customer inquiries or complaints as needed - Contribute to team meetings and participate in organizational initiatives to drive positive change and growth - Provide reports on team performance as required - Regularly communicate with clients as needed - Adhere to company policies and procedures - Meet or exceed performance targets for related KPIs - Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules - Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times - Perform other duties as assigned Qualifications - 3 years experience in a role equivalent to the representatives the role will support - Minimum of 1 year experience in a leadership or supervisory role, preferably in a call center environment - Previous client-facing experience preferred - Strong communication skills, both verbal and written - Strong knowledge and understanding of customer service and technical support principles and practices - Strong problem-solving and decision-making skills - Excellent interpersonal skills to interact with team members and stakeholders at all levels - Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences - Results-oriented mindset with a focus on driving operational excellence and continuous improvement - Proficiency in using customer service software and tools such as CRM - Proficient in using computers and various software applications Benefits - Competitive compensation - Adherence to government-mandated benefits - Retirement Savings Program with Company Matching - Life Insurance - HMO on day 1 - Paid time off, birthday leave - Bonus and incentive plans - Opportunities for skills training and personal and professional development - Employee Referral Program Company Description Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja. Are you ready?