Mitsogo Inc - Global Technical Shift Lead
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Requirements
• 10+ years of total technical support experience, with at least 4–5 years in a formal leadership or supervisory role, preferably within a SaaS environment. • Mandatory, deep-seated expertise in Unified Endpoint Management (UEM) and its ecosystem. • Advanced Technical Exposure: Direct experience with IDP (Identity Provider) or XDR (Extended Detection and Response) platforms is highly preferred. • Exceptional people skills with the ability to navigate high-pressure situations and communicate complex technical concepts to non-technical stakeholders. • An initiative-taking problem-solver with a proven ability to manage complex workflows and team dynamics in a fast-paced, high-growth global setting. • Bachelor’s degree in computer science, Information Technology, or a relevant technical field.
Responsibilities
• Manage and mentor a shift of Technical Support Engineers, fostering a high-performance environment focused on technical growth and empathy. • Oversee the Shift Handover process to the incoming Lead, ensuring zero data loss and continuity of service for all high-priority issues. • Guarantee that all incoming tickets are triaged and dispatched within defined response times to meet and exceed global SLAs. • Conduct deep-dive analysis of incident patterns to identify root causes and provide strategic suggestions for incident management improvements. • Partner with Engineering and Product teams to function as the "Voice of the Customer," ensuring technical feedback directly influences the product roadmap. • Stay at the forefront of UEM trends and provide advanced training sessions for both high-value clients and internal technical stakeholders.
Benefits
• None stated in the job posting.
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