Job Overview
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Job Description
Technical Support Lead at LotusFlare
LotusFlare is seeking a driven and experienced Technical Support Lead to join our growing team in Silicon Valley. You will lead a team of technical support specialists, ensuring exceptional service delivery for our cloud-native SaaS products. This role offers the opportunity to make a significant impact on customer satisfaction and product evolution, working alongside top engineers in a mission-driven company.
About LotusFlare
LotusFlare provides cloud-native SaaS products, founded by experts who scaled Facebook to over a billion users. Our flagship product, Digital Network Operator® (DNO™) Cloud, empowers telecommunications providers globally. We also offer Nomad, a leading eSIM travel product providing seamless global data connectivity.
Key Responsibilities
- Lead and manage the technical support team, providing guidance, coaching, and mentorship.
- Oversee daily operations, ensuring service level agreements and response times are met.
- Handle escalated customer issues, ensuring timely and effective resolution.
- Collaborate with cross-functional teams (Project Managers, Solution Architects, developers) to address customer needs and enhance products.
- Develop and implement support processes, tools, and documentation for team efficiency.
- Assess and improve communication processes, implementing best practices for customer support experience.
- Conduct performance reviews, provide feedback, and identify skill development areas.
- Analyze support ticket trends, identify root causes, and propose initiatives for product reliability.
- Leverage B2B2C product support experience to establish metrics, KPIs, generate reports, and present findings.
Job Requirements
- Bachelors/Masters degree in Science/Engineering, or equivalent experience.
- 5+ years of experience in technical support or a similar customer-facing role.
- Excellent communication skills, articulating technical concepts to diverse audiences.
- Proven leadership or supervisory experience, with team motivation skills.
- Prior experience supporting B2B2C products and understanding their unique challenges.
- Experience with cloud-native platforms (AWS, Azure, GCP) and virtualization technologies.
- Ability to work independently, manage priorities, and adapt to a fast-paced environment.
- Experience with outsourced and in-house support teams.
- Ability to work directly with key enterprise customers during production matters.
Why Join LotusFlare?
- Purposeful Work: See the direct impact of your contributions on customers and partners.
- Growth Opportunities: Develop professionally and master cutting-edge cloud-native technologies.
- Collaborative Environment: Learn from and work with top-tier engineers.
- Benefits: Competitive salary, paid lunch, private healthcare, yearly bonus, and flexible working hours.
Key skills/competency
- Technical Support
- Team Leadership
- Customer Service
- B2B2C Products
- Cloud-Native Platforms
- SaaS
- Escalation Management
- Process Improvement
- Performance Metrics
- Cross-functional Collaboration
How to Get Hired at LotusFlare
- Tailor your resume: Highlight leadership experience, B2B2C product support, and cloud-native technologies.
- Showcase impact: Quantify achievements in managing teams, resolving escalations, and improving processes.
- Prepare for leadership questions: Demonstrate coaching, mentorship, and conflict-resolution skills.
- Understand LotusFlare's mission: Align your application with their purpose of making mobile communications accessible.
- Research DNO Cloud and Nomad: Show familiarity with their core products and customer base.
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