IT Production Support Engineer : 26-00593

Primary Skills: Troubleshooting (Expert), L2 Support (Advanced), Customer Escalation (Advanced), Incident Management (Expert), Process Improvement (Proficient) Contract Type: W2 Duration: 6+ Months (Possible Extension) Location: Santa Clara, CA Pay Range: $60 - $65 per hour This role may require travel to business meetings and events and requires reliable transportation to do so. If a hire chooses to drive with customers as their passengers or for other business reasons, hires must be in possession and maintain a valid driver’s license. Job Summary: The Senior Technical Support Lead will possess a deep understanding of product/application functionality, architecture, and technical components, accompanied by the ability to troubleshoot complex technical problems. This role involves leading a team of L2 support engineers in resolving high-priority issues while developing their technical skills and ensuring efficient ticket management. Acting as the primary contact for escalated customer issues, the role also entails managing critical incidents and contributing to the continuous improvement of support processes and tools. Key Responsibilities: Lead and mentor a team of L2 support engineers, assigning tasks and managing incident tickets efficiently. Act as the primary point of contact for escalated customer issues, offering timely and accurate solutions. Coordinate critical incident management, including root cause analysis and corrective action implementation. Enhance team efficiency through the development and sharing of comprehensive knowledge base articles. Streamline support processes and workflows for greater efficiency while contributing to the development of new support tools and procedures. Must-Have Skills: Proficient in Tools & Scripting (e.g., Service Now, MySQL, Postman, GSuite). Excellent problem-solving and analytical skills. Exceptional communication and interpersonal skills, capable of effective customer and team interactions. Required Domain Experience: Experience in supporting Order to Cash business functions, with knowledge in Salesforce, SAP, and Java beneficial. ABOUT AKRAYA Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment. Most recently, we were recognized Inc's Best Workplaces 2024 and Silicon Valley's Best Places to Work by the San Francisco Business Journal (2024) and Glassdoor's Best Places to Work (2023 & 2022)! Industry Leaders in IT Staffing As staffing solutions providers for Fortune 100 companies, Akraya's industry recognitions solidify our leadership position in the IT staffing space. We don't just connect you with great jobs, we connect you with a workplace that inspires! Join Akraya Today! Let us lead you to your dream career and experience the Akraya difference. Browse our open positions and join our team!