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This role is for a Software Support Team Lead who will guide, mentor, and support a team of Software Support Engineers, managing day-to-day operations, performance management, and talent development including hiring, onboarding, and training materials. You will work with the Head of Product Support and Support Operations Manager to monitor SLAs and KPIs, analyze trends, manage workload and leave, and drive operational improvements to enhance customer support. You will act as a key escalation point for complex tickets and incidents, lead incident management and post-mortems, address commercial risk, and collaborate cross-functionally with Customer Success, Product, and Development to drive improvements. The role requires strong leadership and collaboration, including standing up stand-ups, workshops, fostering an inclusive culture, building relationships, and translating business/product strategy into actionable updates for the team. A good understanding of coding (Groovy/JavaScript) is essential due to product capabilities, and you will contribute to tooling/automation, knowledge base content, internal docs, and ongoing training.

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.