Support Team Leader (Remote in Africa)

About Valiantys

Valiantys is the leading global consulting and services firm dedicated to Atlassian. We accelerate business transformation by digitising processes and modernising teamwork, using the best Agile methods and tools. Our Atlassian technical expertise is unparalleled and we support our customers across the entire spectrum of their projects on those platforms. Because teamwork requires more than just tools, we help them bridge the gap between their applications and strategic practices such as SAFe and ITIL. Over the last 15 years, we have helped in excess of 5,000 customers to achieve their desired business outcomes at a reduced time to value, through improved team collaboration.

Things you'll be working on

Deliver technical assistance to the 24/7 support team
Identify knowledge weaknesses
Solution customer's L1 issues that cannot be resolved in a timely manner
Improve tools and processes in collaboration with Support Managers
Drive Root-Cause Analysis
Assist manager for onboarding for new local team members
Contribute to CVE analysis
Main Activities

Deliver technical assistance to the support team when it's asked by managers or the team.
Deal with critical and complex tickets that cannot be resolved in a timely manner
Report statistics on a monthly basis
Coordinate root-cause analysis and solutions with regards to complex issues based on SLA commitment
Guarantee issues' smooth running and resolutions.
Interface between the team and the client's VTA (Valiantys Technical Ambassador) or a local consultant
Contact client with high level issues in order to communicate progress updates, action plans and resolution details
Provide feedback about management issues or suggestions
What you need to be successful

Atlassian software suite (Jira, Confluence, Bamboo, Bitbucket …)
Database (MySQL, PostgreSQL, SQL Server …)
Network & System Administration
Script writing in Linux Environment
Programming (Java, Javascript, Groovy)
and you are :

ATeam Player
Adaptable
A Customer focused
Autonomous
Organised
Proactive
Why you should apply?

People are our biggest asset and we work hard to make sure Valiantys is not only a great place to work, but also provides a platform for you to grow.

Ownership: You will have a very strong influence on the Talent Acquisition strategy and will have ownership of your territory
Training: We provide the time and budget to help you grow.
Flexibility: We understand life is about balance and we provide flexibility and support to help you achieve your life goals.
Salary & benefits: We reward our people well for their hard work, plus we have an excellent benefits package.
Health insurance

Financial participation in your internet subscription
Home-Office Program
International work environment and a multicultural team
Fun activities and get-togethers with the team, free coffee, and tea, because it's always welcomed!