Technical Support Team Lead

Aras is a leader in product lifecycle management (PLM) and digital thread solutions. As one of the fastest growing PLM companies, our technology enables the rapid delivery of flexible solutions built on a powerful digital thread backbone and a low-code development platform.

Our platform and PLM applications connect users in all disciplines to critical product data and processes across the lifecycle and throughout the extended supply chain. The world’s largest manufacturers are leveraging Aras Innovator to manage their complex product lifecycles to improve production timelines, meet and exceed revenue growth targets, and accelerate innovation. We collaborate with companies in some of the most innovative industries, including automotive, industrial/heavy equipment, aerospace and defense, and high-tech electronics.

What is a Technical Support Team Lead?

Technical Support Team Lead is primarily responsible for the day to day operation of a small team of Software Solution Engineers. You will mentor engineers responsible for addressing the full spectrum of customer issues including performance troubleshooting, diagnosing issues with customizations, product configuration etc. In principle the Software Solution Team troubleshoots and resolves issues with all product issues, environmental issues and customizations made by subscribers to our open development framework. A successful candidate for Technical Support Team Lead will be able to troubleshoot technically, but also be able to handle escalated customer situations and guide engineers in their development efforts and professional growth.

• You will help to establish and document procedures for new software features
• You will serve as an internal escalation point for complex and critical incidents
• You will mentor junior team members
• You will interact with customers as the first level of escalation
• You will participate in collecting and defining requirements
• You will participate in developing and testing the product
• You will participate in customization of the product for customers

As both a technical resource and a leader, the Technical Support Team Lead is one of the most challenging jobs in our organization. The main required quality of the candidate is his/her versatility. A Team Lead should be able to multi-task the responsibilities of team leadership and technical problem solving; this position provides the opportunity for professional growth in both areas. A successful candidate in this position can work on a variety of technical support tasks with competing priorities and manage expectations internally and externally as both an individual and a leader.

What skills does a Technical Support Team Lead need?

We are looking for technical professionals with strong problem-solving skills, a background in team leadership and experience supporting enterprise level applications.

• 3-5 years of experience in a Technical Support, IT or a similar role
• Bachelor’s degree in Computer Science, Business and/or Engineering
• Experience supporting Enterprise Applications
• Experience working in a project driven environment
• Working knowledge of MS Windows
• Excellent verbal and written communication skills
• Motivated by a fast paced, team environment
• Previous experience in a leadership or mentor capacity
• Comfortable in a customer facing role with the ability to communicate complex technical information and act as an escalation point
• Ability to work on multiple projects with competing deadlines and deliverables
• Must be eligible to work in the U.S.A.

Technical product areas (the following are a plus):

• Experience with C# and JavaScript
• Experience with Web Application Development
• Experience with SQL
• Experience with SaaS solutions, DevOps offerings and CICD pipeline deployments

With over 700 employees in 11 countries, we’re looking to add to our incredible team. If you’re passionate about helping develop next generation product innovation, we encourage you to apply! 

• Flexible paid time off to recharge when you need it, plus company-paid holidays and a dedicated Global Wellness Day.
  

• A 401(k) plan with company match to help you invest in your future.
  

• Robust health coverage, including generous medical, dental, and vision insurance with high premium contributions and deductible reimbursement.
  

• Company-paid life insurance, as well as short- and long-term disability coverage for added peace of mind.
  

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Aras is an Equal Opportunity Employer.