Join to apply for the Support Engineering Lead role at Coates Group2 weeks ago Be among the first 25 applicantsBe Part of Our Next ChapterFor over almost 60 years, our solutions have enabled impactful connections between some of the worlds leading brands and their customers. And while weve already done a lot of work were proud of, were just getting started!Were a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If youve ordered in-store or in the drive-thru at McDonalds somewhere in the world in the last few years, chances are youve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, weve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution.Role ResponsibilitiesLeadership and Guidance: Oversee and support a team of Level 2 and Level 3 Support Engineers, ensuring alignment with Coates'' strategic goals and high-performance standards.Advanced Technical Support: Act as the primary escalation point for complex support issues and maintain expert-level knowledge of Coates Group products.Operational Excellence: Identify and lead initiatives to improve service delivery and efficiency, collaborating with the Support Engineering Manager to refine support processes.Knowledge Management and Training: Develop and maintain documentation and knowledge bases and conduct training sessions to ensure team skills are up-to-date.Stakeholder Management: Communicate regularly with product management, software engineering, and customer success teams to advocate for product adjustments and enhancements and prepare reports on support activities for senior management and other stakeholders.Escalation Management: Working with global support peers and market teams, manage escalations and on-call coverage windows directly and via the team.Role RequirementsDegree in Business Engineering, Computer Science, or a related technical field.At least 3 years of experience in a technical support lead role, with a proven track record in team management and technical problem solving.Strong technical acumen with hands-on experience in Linux, SQL, and familiarity with support tools like Salesforce and Zendesk.Experience drafting and managing knowledge content for use in support workstreams.About CoatesWe are industry leaders who have won awards and set records. We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.Join a Crew that CaresBe part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives). The benefits include an annual market competitive bonus program and our Thrive Program which includes a suite of flexible work options.Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).Seniority levelMid-Senior levelEmployment typeFull-timeJob functionOtherIndustries: Technology, Information and Internet #J-18808-Ljbffr
Job Title
Support Engineering Lead