Technical Support Lead, Engineering Services
Micron
Hyderabad, TS, IND
1d ago

Our vision is to transform how the world uses information to enrich life for all.

Join an inclusive team passionate about one thing : using their expertise in the relentless pursuit of innovation for customers and partners.

The solutions we build help make everything from virtual reality experiences to breakthroughs in neural networks possible.

We do it all while committing to integrity, sustainability, and giving back to our communities. Because doing so can fuel the very innovation we are pursuing.

JR6687 Technical Support Lead, Engineering Services

Engineering Services Technical Support Lead Hyderabad

Overview

As a technical support lead within the Micron Engineering Services team, you will have a crucial role in enabling the success of Micron! Our team provides modern development infrastructure tools to engineering teams throughout Micron.

The teams we empower work on next generation memory and storage technology.

We provide enterprise-wide support for Atlassian Jira (issue / bug tracking, team planning, work management), Atlassian Confluence (engineering wiki), Atlassian Bitbucket (Git repo hosting and code / branch management), JFrog Artifactory (binary artifact management), Jenkins (build / test / release automation), Jama Connect (requirements management), SonarSource SonarQube (code quality analysis) and other similar tools.

You will have a key role in enabling teams to capture, manage and understand their work.

In this service-oriented role embedded in our Engineering Service Operations team, you will ensure we provide awesome service to the teams we support .

Beyond resolving issues, you will also engage in preventive service enablement. You will develop and improve our training and self-help documentation to prevent the delay / request in the future.

Our highly skilled EngServ Design Team will help you learn how to best address issues and you will in turn become a teacher to all of our users.

When requests require development or design work, you will empathetically gather an understanding of the need and help us review and capture that work into our backlog.

Team responsibilities to include, e.g. :

Provide responsive user support for our entire tool chain Consult with individuals and teams to help them unleash the capabilities of modern tools and processes Perform new project setup tasks and other operations in Jira, Confluence, Bitbucket and other tools Proactively manage self-help resources and automation to enable teams and help prevent waiting for help Collaborate with members of other teams within Engineering Services that advise on the best-known methods for using these tools, configure the applications and manage our layered-services and upgrades Design reports in various tools including Jama, Tableau, eazyBI and others

Required

  • 3+ years of technical lead / management experience and 5+ years technical experience
  • Outstanding verbal and written communication skills (English); respectful and empathetic
  • Passion for helping others resolve technical problems and helping them do more with their tools
  • Ability to interview a user to discover the needs underlying their focus and symptoms
  • Experience debugging end-user web-application problems and diagnosing usage / user experience confusion
  • Proven ability to stay highly organized and disciplined in your own work and responsibilities
  • Experience with processes and tools that support software / firmware build, test and release or similar IT experience
  • Experience debugging complex web-application problems (browser, web-application, database, OS, network)
  • Preferred

  • Experience with Jira, Confluence, Bitbucket, Collaborator, Jenkins, Artifactory, Jama or similar tools
  • Experience with customer service, especially with highly technical customers (engineers)
  • Experience coaching, mentoring and / or training engineers in multiple geographies
  • Proven ability to solve problems with a preventive mentality
  • Technical writing experience
  • Experience with data reporting and visualization such as Tableau, Jira, eazyBI, Jama
  • Software design, development and testing experience (esp. Python, Groovy or similar languages; REST API interaction; Selenium testing)
  • Shell scripting (Bash) and Unix / Linux / Windows OS familiarity
  • Education

  • Minimum of Bachelor's degree in Computer Science, Computer Engineering or similar, or equivalent experience.
  • Tip for getting our attention : include a cover letter that explains why you are interested in this position.

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