Automation Support Team Lead
BrowserStack, India
Job Description
What do Microsoft, The Gap, Royal Bank of Scotland, Lockheed Martin, and top Open Source projects like JQuery have in common? They all use BrowserStack, as do over 25,000 other customers!
BrowserStack is the innovation leader in the fast-growing market for automated application testing. Since launching in 2011, our mission has been bold yet simple: To be the testing infrastructure for the internet. 6 years and billions of tests later, we are ready for our next phase of hyper-growth. Bootstrapped for the first 6 years, we continue to be profitable since inception with a near exponential growth in customers around the globe. Recently, we closed $50M in Series A funding from Accel
Are you the one who is willing to work in a very unique and challenging role that will push your knowledge to the next level by allowing you to interact with the best in the industry and learn from them on a daily basis?About the profile -
This position manages a team of Automate Support Engineers who support BrowserStack's Automated testing products. In addition to the managerial responsibilities, this role will coordinate with the necessary product-related departments to schedule training, handle escalations, create and maintain documentation, and prepare for new product releases.
Responsibilities:
- Develop, create, and maintain a cross-functional team responsible for supporting assigned BrowserStack Automation products.
- Manage daily logistics for the team, including scheduling.
- Identify or lead, and support process changes to enhance the support experience for the customer and/or improve internal productivity for the business.
- Develop and motivate a team of Automate Support engineers through performance coaching, career planning and professional development objectives.
- Foster a strong collaborative environment where all processes and procedures are followed.
- Takes personal responsibility for directing and influencing others to respond and adapt to change and effectively communicate change initiatives to direct reports.
- Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
- Facilitate customer resolution for escalated calls by engaging with Engineering, Product Management, Sales, and other stakeholders as necessary.
- Manage a team to attain business objectives and established KRs.
- Manage individual group performance goals and collaborate with all other support teams to meet the overall business performance goals.
- Manage staffing to meet the cyclic demands of your team's assigned queues.
- Ensure that the support staff exhibits the proper techniques and behaviour to ensure the customer receives an outstanding support experience.
- Work with other team leads and managers to ensure operational consistency.
- Drive continuous improvement in terms of efficiency of support processes, customer satisfaction, and the application of tools for monitoring, management, and optimisation.
Requirements
- Minimum of 1 year of team leadership/coaching experience in some capacity desired.
- Exposure to at least one programming language: Java, Nodejs, Python, etc.
- Bachelor's degree in Engineering or related discipline.
- Strong verbal and written communication skills.
- Possess an understanding of the services business in a high tech environment.
- Must be customer service oriented and, collaborative, adaptable, and innovative.
- Demonstrated leadership abilities and be achievement-oriented.
- Excellent people management skills, analytical and problem-solving skills, combined with the ability to provide a quick resolution to problems.
- Basic knowledge and exposure to automation testing framework for e.g.Selenium, Appium, etc would be an advantage.
- Minimum 2-3 years’ experience in a related function is required, technical support profiles preferred.
- Self-initiative, excellent listening skills, and commercial sensitivity.
- Responsiveness, customer-centric mindset, collaborative, technical engineering expertise, and business acumen.
- Ability to interpret information gathered by tools and act upon it.
- Demonstrate vision, creativity, technical engineering expertise, business acumen, and a willingness to travel as needed
Benefits
Our benefits include a competitive salary, bonus and equity program, 100% company paid medical insurance, a flexible and generous vacation policy, daily catered lunch, free snacks etc.