IonIdea is a leading technology solutions provider, delivering cutting-edge IT and business solutions to global clients. With a strong commitment to innovation and excellence, we empower businesses by providing high-quality software development, consulting, and support services.

We are currently hiring a Technical Product Specialist – Team Lead to join our dynamic team. If you have a strong technical background, leadership experience, and expertise in customer success, we encourage you to apply.

Role Overview

As a Technical Product Specialist – Team Lead, you will play a key role in ensuring the success of customers using our solutions. This position requires a blend of technical expertise, leadership skills, and a customer-first approach. You will be responsible for managing and mentoring a team while providing advanced technical support and troubleshooting complex SaaS-based solutions.

Key Responsibilities

Customer Success and Leadership

Lead and mentor a team of Technical Product Specialists, ensuring high-quality customer support and issue resolution.
Act as a Subject Matter Expert (SME) for Dynatrace technologies, guiding both customers and internal teams.
Build strong relationships with customers, ensuring a seamless post-sales experience.
Provide in-depth troubleshooting and resolution of technical issues related to our products.
Effectively communicate with both technical and non-technical stakeholders, ensuring clarity in solutions and recommendations.
Manage escalations and collaborate with internal teams to resolve critical customer concerns.

Technical Expertise

Provide expert-level knowledge of SaaS products and cloud technologies.
Troubleshoot and resolve issues related to application performance, system integrations, and configuration settings.
Work with DevOps and ITSM tools to enhance customer support and product performance.
Assist in the implementation and optimization of monitoring solutions using Dynatrace.
Stay updated with the latest advancements in cloud computing, web technologies, and performance monitoring tools.
Provide technical training and documentation to internal teams and customers.

Required Qualifications and Skills

Customer Success and Leadership Requirements

Minimum of three years of experience in Customer Success, post-sales, or technical support roles.
At least one year of experience in a leadership or team management role.
Strong organizational behavior, mentorship, and coaching abilities.
Excellent verbal and written communication skills.
Prior experience working with Customer Experience platforms.
Ability to manage multiple priorities and act quickly in a fast-paced environment.

Technical Expertise Requirements

Strong understanding of SaaS products and cloud computing.
Hands-on experience with Dynatrace technologies (Professional Level Certification preferred or should be obtained within six months).
Familiarity with one or more of the following:
Cloud platforms: AWS, Azure, Google Cloud, OpenStack, Kubernetes, OpenShift.
Web and application servers: Apache, IIS, WebSphere, WebLogic, JBoss.
Programming and scripting languages: Java, PHP, HTML, CSS, JavaScript, Ajax.
DevOps and automation tools: Ansible, Jenkins, Chef, Puppet.
ITSM and CMDB tools: ServiceNow, BMC.
Mobile technologies: iOS, Android WebKit.
Ability to diagnose, analyze, and resolve technical issues efficiently.
Willingness to learn new technologies and stay ahead of industry trends.

Important Considerations Before Applying

Candidates must have a notice period of 30 days or less.
The role is based in Bengaluru (Work from Office) and requires working in rotational shifts, including night shifts.
Strong communication skills are mandatory for this position.

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