Technical Support Analyst

Apryse is seeking a skilled and highly motivated Technical Support Analyst – Team Lead with supervisory and technical support experience to join our dynamic team. We are actively changing the way people work with documents by being the graphics engine of choice for thousands of companies world-wide, within virtually all industry verticals. If you are working with documents, there is a chance that Apryse is already working for you. 

As a Technical Support Analyst – Team Lead, you will play a crucial role in supervising a growing team of Support Analysts in their efforts to provide world-class support services. In this role, you will be responsible for providing day-to-day supervision, coaching, and technical assistance to a group of globally distributed, highly skilled Support members.  

This is a terrific opportunity to learn all aspects of Apryse's technology, be a key player in shaping the development of our Customer Success and Support team, while expanding your knowledge and developing your skills spanning the areas of customer service, technical support, and leadership. 

Responsibilities:

• Team Supervision:
  • Provide day-to-day leadership and supervision to a multi-national team.
  • Hold team to performance goals and objectives, assist in regular performance evaluations, and implement strategies for continuous improvement.
  • Foster a positive team culture that encourages collaboration, knowledge sharing, and high-quality customer service.
• Technical Support:
  • Serve as an internal and external escalation point for complex technical issues, providing expertise and guidance to the team.
  • Collaborate with cross-functional teams, including developers, product managers, and quality assurance, to ensure effective troubleshooting and issue resolution.
  • Maintain a deep understanding of our products, their features, and their integration within various software environments.
  • Investigate and resolve customer issues promptly and efficiently, ensuring customer satisfaction and adherence to service level agreements (SLAs).
  • Offer support to customers, assisting with a variety of products ranging including No-Code products, Low code products, and SDK products.
  • Provide technical documentation and training, troubleshooting guides, and FAQs, for both internal and external audiences.
• Process Improvement:
  • Identify opportunities to improve support processes, tools, and systems to enhance efficiency and customer satisfaction.
  • Analyze support trends and customer feedback to identify common issues and drive proactive solutions.
  • Collaborate with leaders and stakeholders to advocate for customer needs and contribute to the product roadmap.
  • Manage multiple ongoing issues, triaging appropriately based on severity and impact.

Requirements:

• Associate's degree in computer science, Information technology, or a related field, Technical Certifications or equivalent work experience.
• Proven experience in a technical support/IT/related leadership role.
• In-depth knowledge of troubleshooting methodologies, customer service best practices
• Excellent problem-solving and analytical skills, with the ability to quickly understand complex technical issues and provide effective solutions.
• Exceptional leadership and team management abilities, with a focus on fostering a positive and collaborative work environment.
• Experience working in a technical support environment, managing high volume ticket flows, and handling critical incidents.
• Experience working with remote and international teams.
• Outstanding communication skills, both verbal and written, with the ability to effectively interact with customers and internal stakeholders.

Join Apryse today and play a key role in providing top-notch technical support for a leader in the document processing field. If you thrive in a fast-paced environment, are passionate about customer success, and have a strong technical and developer background, we would love to hear from you. 

Benefits

• Competitive salary commensurate with experience & qualifications.
• A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.
• Highly autonomous and entrepreneurial environment.
• On going support for learning development so you can master your craft.
• Work with the hardware you're most comfortable with (Windows or Mac)
• Diverse and inclusive workplace where we all learn from each other.
• Excellent work-life balance with a flexible remote work environment

Company Description:

As the industry-leading provider of document software development (SDK) technology powering everything from traditional desktop software to innovative web and mobile applications, at Apryse we are committed to delivering cutting-edge technology solutions that empower our clients to achieve their goals. With a broad international portfolio of combined companies, products, and leading technologies, we are actively changing the way the world works with documents to make work better and life simpler.

Customers like IBM, Autodesk, DocuSign, Boeing, Microsoft (and many more) come to us to realize their web and mobile strategies for document management, editing, and collaboration as the #1-ranked commercial document SDK of choice for companies worldwide. As a result, you can find our document technology in thousands of solutions, including those of household names, used by millions across virtually every industry. Our XODO app alone has 25M unique installs -- and counting -- and the highest ratings among PDF productivity apps on the largest online app marketplaces.

Ready to join our team?

If you are interested in helping Apryse deliver on its commitments and taking your career to the next level, we invite you to apply online now. Additionally, we view the above section as a guide, not a checklist. We welcome diverse and non-traditional backgrounds and encourage you to apply even if you do not have every requirement listed.

We are committed to a work environment that is inclusive to all and free of discrimination. It is our policy to be an equal opportunity employer without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, genetic predisposition or carrier status, veteran status, citizenship status or any other factors prohibited by law. Apryse will provide reasonable accommodations for qualified individuals.