Production Technical Support Lead

Company Overview:Looking for a company that inspires passion, courage, and creativity? Want to shape the future of global commerce and how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose-driven community that is dedicated to building an ambitious and inclusive work environment, join  eBay—a company you can be proud to be with.Team Overview:The Customer Service Technology Team supports the tools and technologies used by eBay Teammates to service our customers. We provide triage and technical troubleshooting support for the Customer Service Technology tools and intake tickets. We engage with partner technical teams including participation in sprint planning and change management processes for awareness of new features, escalation to command center team for incidents, and participation in retrospective problem management reviews. We are innovative as we drive new projects such as onboarding new monitoring and troubleshooting opportunities. We host operational review sessions to review key performance indicators and identify opportunities for new initiatives to drive efficiencies and improvements.Team Role:eBay is looking for a highly motivated, experienced Production Technical Support Lead for our Customer Service Technology team. This is a high impact role focused around eliminating and minimizing our customers' impact caused by technological issues. This person will technically lead the team and explore major technological transformations as we scale. We are looking for an experienced technical leader who is analytical, and comfortable driving improvement while championing a relentless customer focus.Responsibilities:Lead new projects & major product change intake into operations. Proactively identify difficulties, opportunities, and product solves for Customer Service Technology Operations (CSTech Ops).Ensure timely triage, prioritization, troubleshooting & resolution of production issues by the team and working across multiple technology teams to resolve bugs. Escalation to the Command Center for P1/P2 incidents and timely resolution of P3 tickets.Keep up to date on architecture and application engineering to support effectively. Understand the impact various systems have on the business and provide guidance to others around impact. Extend & publish bug prioritization matrix to account for new features & capabilities.Drive scripting & automation. Developing events, monitors, & alerts for consistency & efficiency. Contribute to playbooks to action alerts and drive enforcement of processes.Up-training, coaching, & new hire training on technical issues. Drive quality & productivity and report on quantitative & qualitative elements of the team’s work and application metrics. Track user errors and quality standards within CSTech Ops functions.Assimilate the team into sprint planning for quick response if issues come up with change or new features. Follow up on RCA and restore actions to prevent future recurrence.Analyze data & monitor reporting & KPI’s to enhance product and platform performance within CSTech Ops. Provide analysis and recommendations to leadership and provide operational readouts of KPI’s to business partners and tech teams regularly. Work with in-house reporting and analytics teams to develop/enhance metrics, interpret results, and present recommendations to management.Partner with business customers at all levels to assess, refine and drive appropriate technology solutions. Communicate with internal technology and business owners to collect drivers and deadlines for delivering changes to the eBay technology environment.Requirements:5+ years of experience as a Tech Lead or QA Lead in a large scale, highly complex, and dynamic environment overseeing multiple applications and integrations using contact center technologies. Excellent triage & troubleshooting mindset to train the team and set up best practices & standards.Good problem-solving skills and ability to develop innovative solutions to complex problems, making recommendations to management on analysis to drive operational efficiencies and improvements.Ability to work with multi-functional teams, get results, track progress, and report out to leadership on status updates. Data & metric driven.You will be able to tackle problems and propose innovative ideas and solutions to help achieve stability and a scalable partner program. Flexibility and adaptability will be a key skill and you will use this to fit the needs of projects, making progress despite ambiguity. Working across group boundaries and forging cross-functional relationships will come naturally to you to help deliver.Outstanding analytical, interpersonal, communication, presentation, negotiation, and problem-solving skills are a must. The ability to communicate clearly and succinctly verbally and in writing on complex design and technical issues, as well as business and product specifications are required.Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement.Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes residents of Colorado, Hawaii and New Mexico. This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.