Head of Technical Support

Role Summary

Ateam Software (Pvt) Ltd is seeking a highly motivated, analytical, and experienced Technical Support Lead to join their Sri Lankan operations. This role involves leading a technical support team, managing escalations, mentoring team members, and working closely with Development and QA teams. Positions are available as part-time or full-time contracts with the possibility of joining the permanent cadre.

Key Responsibilities

Technical Leadership

• Lead, mentor, and guide Technical Support Analysts to achieve team objectives.
• Plan, prioritize, and allocate tasks based on customer requirements and business priorities.
• Monitor team progress, review timesheets, and identify chargeable work.
• Manage and own escalated technical issues through to resolution.
• Identify skill gaps and support ongoing team development and training initiatives.
• Collaborate closely with Development and QA teams to resolve complex technical issues.

Technical Support

• Investigate and resolve advanced technical issues across ERP applications, integrations, APIs, and mobility solutions.
• Analyze application logs, database queries, and system behavior to identify root causes.
• Troubleshoot performance, integration, and configuration issues within customer environments.
• Develop complex code fixes, scripts, and data conversion solutions when required.
• Ensure timely resolution of customer issues while maintaining high service standards.

AI & Automation

• Promote the use of AI-assisted tools to improve troubleshooting, debugging, and documentation.
• Utilize AI tools to analyze logs, generate scripts, review code, and accelerate investigations.
• Identify and implement automation opportunities to improve support efficiency.
• Contribute to continuous improvement initiatives through automation and AI-driven solutions.

Requirements/Qualifications