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sql python jira ecommerce excel📋 Description
- Lead day-to-day operations of the Technical Support team, including escalations, prioritization, workload management, and reporting
- Senior-most technical point of escalation for complex issues across POS, ecommerce, hardware, and third-party integrations
- Meet directly with customers to gather requirements and support onboarding/import-related workflows
- Oversee data mapping, cleanup, validation, and import preparation using Excel and related tools
- Partner with Engineering on bug triage, issue reproduction, root cause analysis, and remediation planning
- Run regular bug review cadence with Engineering and ensure defects are clearly documented, prioritized, and followed through to resolution
🎯 Requirements
- 3+ years of experience managing technical support or similar customer-facing technical teams
- 6+ years in B2B SaaS technical support or comparable environment
- Proven experience leading escalated issue resolution and handling complex customer-facing work
- Experience implementing KPIs, SLAs, and operational reporting
- Experience with Jira, Zendesk, New Relic, or similar platforms
- Strong cross-functional communication and ability to work with customers, peers, and senior leaders
- Strong organizational, prioritization, and stakeholder management skills
- Familiarity with troubleshooting Windows, macOS, and iPadOS environments
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