Technical Lead

Responsibilities

• Act as a Subject Matter Expert (SME): Resolve complex system and application configuration issues using in-depth technical expertise.
• Develop and Maintain Product Knowledge: Gain a deep understanding of Eptura’s products, integrations, and configurations to provide effective support.
• Collaborate with Global Customers: Present complex ideas clearly and work closely with external IT teams to identify and resolve application issues.
• Analyze and Monitor Issues: Utilize tools and techniques to track cloud infrastructure and software-related problems efficiently.
• Identify Patterns & Root Causes: Anticipate broader system implications and implement proactive solutions beyond immediate fixes.
• Escalate Software Advancements: Submit software bugs, feature requests, and automation opportunities to the Engineering and CloudOps teams.
• Drive Cross-Functional Collaboration: Work across departments to enhance customer experience and improve support processes.
• Develop Knowledge Base Resources: Create technical articles to support self-service troubleshooting for both customers and internal teams.
• Maintain Internal Documentation: Regularly review, update, and improve technical documentation while suggesting process enhancements to management.
• Mentor & Guide Team Members: Provide advisory support, oversight, and mentorship to engineers within the team.
• Utilize Advanced Support Tools: Ensure accurate and up-to-date incident tracking across relevant support platforms.
• Troubleshoot Hardware/Software Configurations: Address product-related networking, system, and software issues with hands-on expertise.
• Lead Advanced Troubleshooting: Resolve complex issues related to Azure, APIs, Webhooks, SQL, SAML, SSO, and Android/iOS platforms.

About You

• Strong proficiency in LAN/WAN networking, including IP addressing, DHCP, DNS, routing, and subnetting.
• Hands-on experience with Windows Server environments, particularly headless or service-based applications.
• Expertise in packet inspection tools like Wireshark for network diagnostics.
• Ability to troubleshoot firewall, proxy, and port-blocking issues in enterprise settings.
• Skilled in interpreting system logs, analyzing debug files, and understanding application behavior.
• Exceptional problem-solving skills with a keen eye for detail and accuracy.
• Strong communication abilities, particularly when engaging with external IT stakeholders.
  

• Networking certifications such as Network+ or CCNA.
• Experience supporting sensor-based or IoT solutions in enterprise environments.
• Familiarity with cloud platforms (AWS, Azure) and API-driven integrations.
• Experience using CRM systems (Salesforce, etc.) for case tracking and troubleshooting.
  

• Ability to deliver exceptional customer service with clear and effective communication.
• Strong interpersonal skills with the capability to influence and collaborate across all levels.
• Proven ability to mentor and motivate team members toward achieving business goals.

• Skilled in resolving complex technical challenges through cross-functional teamwork.
• Committed to continuous improvement, with expertise in change management.
• (Bonus) Hands-on experience troubleshooting third-party network issues.

• Passionate about enhancing customer experiences through technical innovation.
• Proactive and solutions-oriented, consistently seeking ways to optimize performance.

Benefits

• Health insurance fully paid–Spouse, children, and Parents
• Accident insurance fully paid
• Flexible working allowance
• 25 days holidays
• 7 paid sick days
• 10 public holidays
• Employee Assistance Program

• Eptura Information
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  • Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.

About Eptura