Solution Expert – Premium Support Manager
Job Description
<p><span>We are seeking a skilled Senior Technical Expert with software development skills to join our premium support team at App4Legal and manage it. As an Solution Expert Manager, you will be responsible to create and lead a team providing advanced technical support and expertise to our premium customers. You will handle complex technical issues, collaborate with the development team, and contribute to product improvement. This role requires a deep understanding of our SaaS product, excellent problem-solving skills, and strong communication abilities.</span></p><p><br></p><p><br></p><p><strong>Responsibilities</strong></p><ul><li>Act as a Single Point of Contact (SPOC) for the client</li><li>Act as an advocate of the Client to make sure the client is taking the max out of App4Legal platform</li><li>Take initiatives to improve the user work on the platform and focus on user stickiness on App4Legal</li><li>Handle Functional and Technical Support Tickets that require technical knowledge and expertise.</li><li>Investigate and analyse complex technical issues, perform code-level investigations, and identify root causes.</li><li>Collaborate closely with the development team to communicate problems, propose solutions, and validate bug fixes.</li><li>Provide advanced troubleshooting assistance to support engineers, offering guidance and effective strategies.</li><li>Run software upgrades and patching on client servers</li><li>Execute Database SQL troubleshooting on client servers</li><li>Execute System and Application troubleshooting on client servers</li><li>Run advanced Data Migration from DB to DB or from Excel to DB.</li><li>Assist customers with customization and integration of App4Legal product, providing best practices and resolving issues.</li><li>Identify trends and patterns in support issues, providing feedback to the development team for product improvement.</li><li>Stay up-to-date with the latest technologies, industry trends, and best practices.</li><li>Contribute to the knowledge base by creating technical articles and documentation to assist customers and the support team.</li><li>Owner of the SLA and client support dashboard</li></ul><p><br></p><p><strong>Qualifications</strong></p><ul><li>Bachelor’s degree in Computer Science, Software Engineering, or a related field.</li><li>Proven experience as a Technical Specialist/Developer, preferably in a SaaS environment.</li><li>Strong technical expertise in programming languages, web technologies, and database systems.</li><li>Deep understanding of software architecture, code analysis, and debugging techniques.</li><li>Excellent problem-solving and troubleshooting skills.</li><li>Effective communication skills to explain technical concepts to both technical and non-technical individuals.</li><li>Ability to work collaboratively with cross-functional teams, including support, development, and QA.</li><li>Strong attention to detail and ability to work in a fast-paced, customer-oriented environment.</li><li>Continuous learning mindset and a passion for staying up-to-date with industry advancements.</li><li>Experience in supporting project management software or similar SaaS products.</li><li>Expert in cloud technologies and APIs.</li><li>Advanced skills in SQL</li><li>Advanced skills in software installation</li><li>Advanced skills in System (Windows and Linux)</li><li>Advanced skills in enterprise Architecture 3-tier implementation with Load Balancing and Failover</li><li>Knowledge in PHP development is a big plus.</li><li>Knowledge of software testing methodologies and practices.</li><li>Organized, Agile with high level of flexibility.</li><li>Excellent communication skills in English written and verbal</li><li>Excellent leadership skills with experience in managing a support team.</li></ul><p><br></p>
