We are looking for an experienced **Senior Technical Support Specialist** to lead our support team within the **Product Department**. The role involves managing support operations for multiple live systems across diverse customers, ensuring efficient **ticket triage, reporting**, and follow\-ups with L2/L3 teams. **Key Responsibilities:** * Lead and mentor the support team to deliver exceptional service. * Oversee ticket triage, prioritize incidents, and ensure timely resolution. * Coordinate with L2/L3 teams to resolve complex issues and provide updates. * Build strong customer relationships and act as the escalation point for critical issues. * Generate and analyze support reports to improve processes and system reliability. * Develop expertise in company systems and ensure smooth support operations. **Requirements** * **5\+ years of experience** in technical support, with at least **2 years in a leadership role**. * Strong expertise in ticket management systems and customer support operations. * Proven ability to manage multiple live systems and customers. * Excellent communication, troubleshooting, and organizational skills. * Familiarity with ITIL principles is a plus.