Team Lead - Technical Product Specialist

IonIdea is a leading technology solutions provider, delivering cutting-edge IT and business solutions to global clients. With a strong commitment to innovation and excellence, we empower businesses by providing high-quality software development, consulting, and support services.

We are currently hiring a Technical Product Specialist – Team Lead to join our dynamic team. If you have a strong technical background, leadership experience, and expertise in customer success, we encourage you to apply.

Role Overview

As a Technical Product Specialist – Team Lead, you will play a key role in ensuring the success of customers using our solutions. This position requires a blend of technical expertise, leadership skills, and a customer-first approach. You will be responsible for managing and mentoring a team while providing advanced technical support and troubleshooting complex SaaS-based solutions.

Key Responsibilities

Customer Success and Leadership

• Lead and mentor a team of Technical Product Specialists, ensuring high-quality customer support and issue resolution.
• Act as a Subject Matter Expert (SME) for Dynatrace technologies, guiding both customers and internal teams.
• Build strong relationships with customers, ensuring a seamless post-sales experience.
• Provide in-depth troubleshooting and resolution of technical issues related to our products.
• Effectively communicate with both technical and non-technical stakeholders, ensuring clarity in solutions and recommendations.
• Manage escalations and collaborate with internal teams to resolve critical customer concerns.

Technical Expertise

• Provide expert-level knowledge of SaaS products and cloud technologies.
• Troubleshoot and resolve issues related to application performance, system integrations, and configuration settings.
• Work with DevOps and ITSM tools to enhance customer support and product performance.
• Assist in the implementation and optimization of monitoring solutions using Dynatrace.
• Stay updated with the latest advancements in cloud computing, web technologies, and performance monitoring tools.
• Provide technical training and documentation to internal teams and customers.

Required Qualifications and Skills

Customer Success and Leadership Requirements

• Minimum of three years of experience in Customer Success, post-sales, or technical support roles.
• At least one year of experience in a leadership or team management role.
• Strong organizational behavior, mentorship, and coaching abilities.
• Excellent verbal and written communication skills.
• Prior experience working with Customer Experience platforms.
• Ability to manage multiple priorities and act quickly in a fast-paced environment.

Technical Expertise Requirements

• Strong understanding of SaaS products and cloud computing.
• Hands-on experience with Dynatrace technologies (Professional Level Certification preferred or should be obtained within six months).
• Familiarity with one or more of the following:
• Cloud platforms: AWS, Azure, Google Cloud, OpenStack, Kubernetes, OpenShift.
• Web and application servers: Apache, IIS, WebSphere, WebLogic, JBoss.
• Programming and scripting languages: Java, PHP, HTML, CSS, JavaScript, Ajax.
• DevOps and automation tools: Ansible, Jenkins, Chef, Puppet.
• ITSM and CMDB tools: ServiceNow, BMC.
• Mobile technologies: iOS, Android WebKit.
• Ability to diagnose, analyze, and resolve technical issues efficiently.
• Willingness to learn new technologies and stay ahead of industry trends.

Important Considerations Before Applying

• Candidates must have a notice period of 30 days or less.
• The role is based in Bengaluru (Work from Office) and requires working in rotational shifts, including night shifts.
• Strong communication skills are mandatory for this position.