Velocity is seeking a skilled and hands-on Sr. Technical Support Engineer to kickstart our new technical support function. As the Sr. Technical Support Engineer, you will be responsible for personally handling support requests and gradually building and training a team of technical support professionals dedicated to delivering exceptional support services to our valued customers. The ideal candidate will have a proven track record in technical support, effective communication abilities, and a genuine commitment to providing outstanding customer experiences.

What you will do:

• Provide hands-on support to Velocity's customers, resolving their technical issues efficiently and effectively
• Develop and implement streamlined technical support processes and protocols, ensuring consistency and efficiency in service delivery
• Continuously analyze and assess technical support metrics to identify areas for improvement and implement effective solutions to enhance the quality and efficiency of our support services
• Collaborate with other departments, including product management and customer success, to incorporate customer feedback into product development and refinement processes
• Work closely with the engineering department to resolve customer escalations and prevent such in the future
• Oversee day-to-day technical support operations, handle customer escalations, and ensure timely resolution of support tickets
• Act as the voice of the customer and actively foster a strong sense of community within the support team
• Drive the strategic planning and implementation of a vibrant and engaging support community for Velocity's customers, fostering a collaborative space where users can share knowledge, exchange best practices, and seek assistance from peers and experts alike

What you will bring with you:

• 5+ years of experience in technical support within a software product company, with hands-on experience in resolving customer issues
• Display exceptional leadership skills, exemplary communication capabilities, and strong interpersonal finesse
• Demonstrate adept problem-solving and analytical aptitude
• Familiarity with customer support tools such as Salesforce, Zendesk, or comparable platforms
• Thrive in a fast-paced, dynamic work environment
• Fluency in English is a mandatory requirement

Nice to have but not a must:

• B.Sc. in Computer Science, Information Technology or a related field
• Previous experience as a developer or DevOps engineer would be a significant advantage
• Experience working in a containerized environment in development (Docker), and preferably with K8S
• Experience in software development and development processes

If you are a motivated and experienced Senior Technical Support Engineer with a passion for hands-on support and building global support teams, we invite you to apply for this exciting opportunity at Velocity.