Technical Product Support Lead

A company is looking for a Technical Product Support Lead.

Key Responsibilities :

Lead the technical product support team to resolve technical product-related issues for customers

Develop support processes and escalation management systems to enhance issue tracking and resolution

Oversee the development of a knowledgebase and communicate customer needs to inform program decisions

Required Qualifications :

Bachelor's degree and 7+ years of experience

Prior experience supporting enterprise software applications in a federal or regulated environment

Experience in training and overseeing help desk staff with adherence to support processes

Proficiency with IT Service Management (ITSM) tools and ticketing systems

Basic understanding of information security standards and federal data privacy requirements