Want to learn more about Form.com?

Request a demo today, and we'll connect as soon as possible.

Request Your Demo

Want to learn more about Form.com?

Request a demo today, and we'll connect as soon as possible.

Request Your Demo

Want to learn more about Form.com?

Request a demo today, and we'll connect as soon as possible.

Request Your Demo

Want to learn more about Form.com?

Request a demo today, and we'll connect as soon as possible.

Request Your Demo

Want to learn more about Form.com?

Request a demo today, and we'll connect as soon as possible.

Request Your Demo

Technical Support Lead (UA)

Our Support team is split between general support (Tier 1) and technical support (Tier 2). Technical Support is engaged when the issue requires a more thorough review of the platform’s log files and database, or when the engagement with the customer’s technical teams (i.e. IT, system administrators, etc.) is required. Today we are looking for an experienced Technical Support Lead to strengthen our team.

What role will you play?

Technical Support Team Lead is responsible for both providing Tier2 level technical support for our customers, as well as overseeing and management of the Technical Support team.

Responsibilities:

  • Provide triage and investigation of customer technical issues with the form.com platform over phone, chat, and/or email;
  • Escalate and engage with the Engineering, Production, and/or Project Delivery team upon issue identification for resolution; provide relevant entries from log files and create issue description to facilitate issue resolution;
  • Lead customer and internal team communication regarding platform outages, issues, and/or customer specific issues;
  • Create root cause analysis documentation as required based on issue findings;
  • Act as the point of escalation for the high visibility or impact platform issues as required;
  • Management responsibilities.

Skills, Knowledge, and Experience

  • 4+ years working in Support help desk (L1 and L2) for IT products;
  • 2+ years of experience managing Support help desk for IT products;
  • General technical aptitude as demonstrated by some prior hands-on technical experience, specifically with API /testing tools (Postman/Soap UI);
  • Experience with Linux (or other Unix-like operating systems) and SQL;
  • Upper-Intermediate English and excellent communication skills;
  • Willingness to build and develop own team from scratch;
  • Meticulous attention to detail;
  • Initiative and self-motivation.

Will be a plus:

  • Knowledge of Java, CSS and other technologies;
  • Experience with common support and technical tracking platforms such as JIRA and Zendesk;
  • Meticulous attention to detail;
  • Initiative and self-motivation;
  • Understanding and experience with SAAS company and B2B business model.

About Form.com

Our flagship product, Form.com, coupled with our extraordinary services offerings makes us the global leader in enterprise inspection software. Whether it’s streamlining data capture, automating operations, or dramatically improving data analysis, we deliver unique cloud-based solutions configured to specific enterprise needs. Since beginning operations in 2002, we have become the premier solutions provider and a strategic technology partner for many of the world’s largest enterprises.