Provide advanced technical troubleshooting and resolution for complex issues within the Asset product
Collaborate cross-functionally with Technical Support, Cloud Operations, Engineering, and Professional Services teams
Engage directly with customers and partners to facilitate timely and effective issue resolution
Identify recurring technical issues and proactively contribute to product enhancements and performance optimization
Monitor live systems and ensure reliability through proactive performance tuning and issue prevention
Apply innovative and analytical thinking to solve complex technical challenges
Clearly communicate technical concepts to both technical and non-technical stakeholders
Create and maintain documentation, knowledge base articles, and best practices
Mentor and support team members, promoting technical excellence and knowledge sharing
Identify, document, and escalate bugs to Engineering teams for resolution
Participate in engineering initiatives and hackathons to contribute innovative solutions

5+ years of experience supporting SaaS applications, with strong troubleshooting expertise
Strong understanding of SaaS products, ideally with experience supporting Asset platforms
Hands-on experience with SQL Server, APIs, Azure, SSO, and SAML authentication
Proficiency in web development technologies including HTML, JavaScript, React.js, Java, XML, and CSS
Experience with cloud platforms and security technologies such as AWS, Azure, Apache Tomcat, SAML, and SCIM
Familiarity with DevOps practices, CI/CD pipelines, and tools such as GitLab, GitHub, and Agile methodologies
Strong diagnostic, analytical, and problem-solving skills
Excellent communication skills, with the ability to translate complex technical issues for diverse audiences
Ability to manage multiple priorities and perform effectively under pressure
Proactive and detail-oriented, with a focus on continuous improvement
Experience in Cloud Operations or Site Reliability Engineering (SRE) (preferred)
Strong knowledge of identity management and security protocols (preferred)

Associate Technical Lead

Key skills