VPSoftware Engineering Framework support

We are seeking a highly motivated Technical Customer Success Lead who thrives on the challenge and thrill of helping customers solve complex issues. The lead role is a position overseeing India support team with experience ranging from entry-level to senior. This role supports a spring boot-based framework (Photon) and its associated services. The Framework is used by thousands of JPMC (JPMorgan Chase) software engineers. Our product is at the heart of the cloud enabled modern microservices based applications that power our business.

You will help define the client support model that ensures client success, increases uptime, and generates a seamless experience for JPMC developers. In this role you will work closely with developers from various lines of business. You will be responsible for defining the product customer success criteria, escalation paths, and ensure all SLAs are consistently met. The Technical Support Lead will manage day-to-day operations, client escalations, address gaps in the support structure and identify dependencies. This lead will ensure all client support issues are addressed and delivered efficiently and effectively using qualitative and quantitative metrics.

The Technical Support Lead will partner with key leads various LOBs (Lines of Businesses) and our product owner during the support process and after postmortem analysis on Product enhancements needed to improve the product. Working with Product Management will include assisting with requirement gathering based on issues reported through the support process. As a part of support reduction and product education, the support team is also responsible for improving product documentation based on customer feedback and support observations and creating knowledge base to improve "automatic" support bot efficiency to reduce human involvement.

The ideal person for this role should possess strong technical knowledge of the software development lifecycle and be willing and able to learn new technical stacks. The ideal candidate should also be a strong communicator that possesses a solid blend of customer service, technical knowledge , issue management, as well as solid communication skills. The Technical Support Lead is an integral part of the leadership team that drives success for our product