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The Software Support Team Lead will guide and mentor a team of Software Support Engineers to deliver best-in-class customer support, overseeing day-to-day operations and helping engineers perform at their best. They’ll partner with the Head of Product Support and Support Operations Manager to drive operational improvements, monitor SLAs and KPIs, and provide data-driven insights into team performance, while also serving as a key escalation point for incidents and cross-functional collaboration to reduce commercial risk. A strong coding background is essential, as many products enable customers to build functionality with Groovy and/or JavaScript. Responsibilities include people leadership (recruiting, onboarding, coaching, performance reviews, workload management, training materials) and leadership duties (owning customer outcomes, incident management and post-mortems, stakeholder management, and building relationships with Customer Success, Product, and Development) plus facilitating stand-ups and workshops to foster a collaborative culture. In operations, they will monitor metrics (CSAT, FRT, RoR, SLA), analyze trends, identify improvement opportunities for the team and customer experience, drive tooling and automation improvements with the Support Operations Manager, and contribute to knowledge base content and training materials.

Are you a passionate Sr. Software Developer looking for an opportunity to join a dynamic team and make an impact? Ricksoft, Inc. is seeking a talented individual to join our innovative company, where you will have the chance to work on cutting-edge projects and collaborate with a team of skilled professionals.

Sr. Software Developer leads our product development; creating groundbreaking new products and introducing and fostering them in the market to accelerate the company’s business performance. S/he is also responsible for driving the execution of the Product Lifecycle Management of the assigned apps, including development, deployment, upgrading to maintenance, improvements, support, etc.

This is a remote position and is preferable for candidates who live in Asian time zones. Please check out the following page for the details! https://community.atlassian.com/forums/Jobs-Careers-discussions/Join-our-development-team-at-Ricksoft/td-p/2981212

Introduction to Ricksoft, Inc.

https://www.ricksoft-inc.com/

At Ricksoft, Inc., we are at the forefront of creating cutting-edge software plug-ins for Atlassian solutions that empower businesses to streamline their project management, boost productivity, and enhance collaboration. With a commitment to excellence and a passion for delivering top-notch products, we have quickly become a trusted name in the Atlassian Marketplace.

Why join Ricksoft, Inc.?

• Innovation: At Ricksoft, Inc., we encourage creativity and embrace new ideas. We are committed to staying ahead of the curve by constantly evolving our products to meet the ever-changing needs of our clients.
• Collaborative Environment: We believe that great things happen when talented individuals come together. Our team is diverse, dynamic, and supportive, creating a collaborative environment that fosters growth and success.
• Impactful Work: Join us in making a difference. Our products are used by organizations worldwide, meaning your work will have a significant and lasting impact.