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Support Team Lead

Belgium, Vlaams Gewest, GhentEngineering

Job description

We are looking for a Support Team Lead who is passionate about leading, growing and nurturing a team that is responsible for both technical and second line support within our company.

About the team:

The OTA Insight support team plays a crucial role in our customer and employee experience. On the one hand, the team works together with our customer success team and engineering team as a second line technical support to solve customer problems as quickly and efficiently as possible. On the other hand, they make sure that all employees are able to perform their tasks by supporting them technically and providing the right equipment they need. Additionally, the support team works together with the integrations team on our integrations infrastructure to make sure that our application is powered by high quality data.

As the team lead of the support team you will:

  • Manage a team of support engineers and provide guidance to increase the efficiency, stability and maintainability of our support processes;

  • Plan and prioritize initiatives within the support team in close collaboration with senior members of the team. Challenge and propose new initiatives, engage in roadmap discussions;

  • Continuously look for ways to improve the support processes within your team, e.g. on how the support team is contacted, how issues are handled, how issues are followed up, how technical onboarding can be improved, what tools we use within the support team, …;

  • Regularly follow up with team members and help them grow and develop within the organization, take part in various talent enablement conversations throughout the year and resolve employee grievances;

  • Assist with the onboarding of new joiners and engage in the recruitment process for new hires in your or other teams;

  • Keep peers and leadership informed about progress and blockers on technical and people subjects.

As a leader we expect you to identify with our leadership principles:

  • You are humble;

  • You deliver results;

  • You develop and empower people & teams;

  • Most of all, you enjoy the journey!

Benefits of working at OTA Insight:

  • We offer you a highly competitive Total Reward package to reflect and demonstrate the true value of being part of #BestTeamEver with focus on compensation; benefits; development & culture that gets reevaluated every year.

  • “A day about you, away from your computer” is the motto for our extra annual Detox Days.

  • As hard working professionals, we trust in your sense of responsibility so no micromanaging but a flexible work environment.

  • Our rockstar office manager takes care of us at all times: lactose-free cappuccinos, vegan snacks and healthy (or not so healthy) lunch!

  • Are you sad to leave your dog at home while you’re at work? We feel you! Use our puppy-schedule so we ensure a dog-friendly office with lots of cuddles and play time!

Job requirements

We are looking for:

  • 3+ years experience in either a support or software development role;

  • At least 1 year of experience in a people management role;

  • You get energy from coaching, supporting and helping people grow;

  • You have the ability to inspire, delegate & influence effectively;

  • You have great communication skills, both towards technical and non-technical parties;

  • You are passionate about technology. What unites us is our passion to build great products that delight our users. We want you to take on big technical challenges that substantially improve our products and our user’s workflows!

  • You are a problem solver and are able to get to the root of a given problem;

  • You like to challenge the status quo.