Calling all Technical Support enthusiasts!
If you are passionate about working in a challenging, and continuously learning environment, keep reading 👇
We are WIRIS, a software development company headquartered in Barcelona, with an office in Long Beach, California.🌞 Our mission is to make people’s STEM work more meaningful.🚀
We develop tools for the education, scientific, and publishing communities, working with the biggest players like Google Workspace, Moodle, Blackboard, Canvas, and Microsoft Office. You can find us everywhere!
Follow us on Instagram @lifeatwiris to get a sneak peek into our vibrant company culture!
Don't miss this exciting opportunity to contribute your experience as a Technical Support Lead and help shape the future of WIRIS.
All our job offers are open to people with a disability certification.
WHAT WILL YOU DO?
- Team Management:
- Identify and handle the team needs, flaws and blocks.
- Lead the team towards goals and targets.
- Define the team goals and targets and lead it to achieve them.
- Team tasks assignment and prioritization.
- Coordinate the team time table.
- Participate in the team’s Training Plan definition.
- Coach and train team members as necessary.
- Provide feedback both to the team and to the reporting chain.
- Conduct the team members Performance Reviews and feed them with motivation and inspiration.
- Set and monitor targets for the team, focusing on improving performance and providing the necessary knowledge to ensure that SLAs are met.
- Follow up closely technical escalations.
- Monitor team performance and metrics.
- Ensure that all customer inquiries and issues are solved correctly and professionally.
- Review, maintain and coordinate (when necessary) our public documentation and all technical support related processes and internal documentation.
- Supervise the communication standards and protocols to guarantee the customer service quality.
- Supervise and take over customer complaints when at high risk.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Assist and provide the product squads with customer feedback when required or proactively spotted an unsatisfied need or issue.
WHAT WILL MAKE YOU SUCCEED IN THIS POSITION?
- Basic programming knowledge.
- Basic technological infrastructure knowledge (cloud & on-premises services, client/server architecture, HTTP APIs…).
- Technical writing skills to create, review and maintain technical documentation from our internal development documentation.
- Communication and training skills.
- Leadership and management experience.
- Assertive communication when dealing and coordinating with other teams.
- Advanced programming knowledge of our stack (JavaScript, TypeScript, PHP, Java, Rust, .NET, Python…) is a plus.
- Fluent in Spanish and English (spoken and written). Other languages are welcome.
WHAT DO WE OFFER YOU?
- Full-time permanent position.
- Competitive salary + optional flex salary plan.
- Flexible working hours and a hybrid work environment.
- Private health insurance.
- Birthday day off, in addition to your vacation days off.
- Unlimited access to Udemy Business.
- In-house English and Spanish lessons to improve your knowledge.
- A great work environment in Barcelona city center.
- All the coffee you can drink, fresh fruit, and yogurt.
WHAT DO WE CARE ABOUT?
- People first: We are a people-oriented company.
- Contribution: We want to leave our mark.
- Courage: We are brave and determined.
- Leadership: We have the aspiration to transform.
Wiris, where everyone matters, work is fun, and growth never ends. 🚀
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant from underrepresented minorities, persons with disabilities, sexual minority groups, and other candidates who may contribute to the diversification and enrichment of ideas and perspectives.
