Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. 

Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs. 

Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.

As a Team Lead - Tier 2 Customer Success Engineer, you are responsible for guiding the team by providing intermediate technical support and handling escalated customer cases. This role is key in refining troubleshooting strategies, solving more complex technical issues, and contributing to product improvement through the analysis of escalated problems and customer feedback. The aim is to elevate the team's capability to resolve technical challenges efficiently, ensuring superior customer satisfaction by addressing and resolving escalated technical inquiries with expertise and precision.

• Manages a team of Tier 2 support engineers who handle more complex customer issues.
• Provides technical expertise and guidance to Tier 2 engineers.
• Develops and maintains knowledge bases and troubleshooting resources.
• Collaborates with other teams (development, IT) to resolve escalated problems.
• Analyzes trends and identifies opportunities for root cause resolution.
• Monitors and reports on Tier 2 performance metrics and customer satisfaction.

• Advanced technical knowledge and problem-solving skills.
• Experience with customer support workflows and escalation procedures.
• Excellent communication and collaboration skills, including technical communication.
• Ability to train and mentor Tier 2 engineers.
• Data analysis and reporting skills.
• Strong analytical and investigative skills