Technical Support Team Lead

Zagreb, Croatia

Technical Support Team Lead
cvik2x.png Tom Cvitkovic

Head of Talent

Contact address:

apply@q.agency
Life at Q is anything but boring! We’re on a mission to find the As to the most challenging Qs of today. That makes our everyday lives more fun, our team more cohesive and our daily tasks more exciting. Are you ready for a challenge?

We are looking for a Lead Technical Support Engineer (m/f) 
Your primary responsibilities will be to manage the in-house Support team through personal development plans, performance management, educational plans and managing people in daily tasks. From the operational side you will respond to client inquiries, diagnose and troubleshoot software and hardware problems. Also, you will help with configuration and maintenance of our customers applications and linked hosting accounts. Furthermore, you will support any requests coming from internal colleagues regarding software and hardware equipment. Ultimately, you will be a person of trust. We will rely on you to provide timely and accurate solutions to technical problems and manage the support team effectively.
In Q, Support team provides Application support (support for applications where Q has Support agreement in place), internal IT infrastructure support (managing physical and virtual devices, network infrastructure, data storage and security) and Asset management (internal asset management which includes purchases, ordering, setup, managing and disposal).

What is it all about?

Strategy

  • Managing the support team members (development, education, performance management, feedback, raising demant, participating in selection process, etc)
  • Working on strategic internal projects
  • Managing in-house communication and cooperation with all other departments in the company on a daily basis
  • Analysing and improving internal processes on a regular basis
  • Participating in setting and developing Support team strategy
  • Documenting internal and external processes

Operational

  • Communicating with clients on a regular basis
  • Communicating with internal departments
  • Participating in weekly resource planning
  • Participating in creating the Support agreements
  • Task management and prioritization
  • Onboarding and offboarding employees
What we expect from you?
  • At least 5 years of experience in same or similar positions
  • Basic experience in project management
  • Experience with hosting services
  • Experience working in a team environment
  • Experience in working with clients
  • Ability to handle more requests at once
  • Flexibility to adapt to new tools and procedures
  • Experience working with Google Services (Google sheets, Google Docs)
  • Excellent knowledge of English language both written and spoken
  • Great relationship-building skills to effectively support and connect with a diverse and valuable team and clients
  • Excellent communication skills in written and verbal form
And it would be awesome (but not mandatory) if you…
  • Have experience with Linux
  • Have experience with networks (firewall, reverse proxy, load balancer)
  • Have experience with cloud environment
  • Have basic experiences with databases (MySQL and PostgreSQL)
  • Have basic experience with HTML, CSS, and Javascript
  • Have basic experience with the WordPress platform
  • Have basic knowledge of networking and web servers
What we offer
  • Work with new technologies in a high-performance environment
  • Diverse projects (from 3-week microservice apps to 6+ month enterprise solutions)
  • 100% paid sick leave
  • Paid health insurance
  • Flexible working hours & remote work
  • Subvention of Multisport card
  • Dog-friendly environment
  • Entertainment and relaxation — Table football, PlayStations, Darts, Massage chairs, Cards & Board games
  • Bike parking
Salary range

Our salaries are based on your experience, level of knowledge & technical interview.

Apply now