The Company
Founded in 2009, Cubic Telecom has grown to become one of the leading providers of connectivity solutions and analytics services that help automotive, heavy machinery, and Io T device manufacturers manage and grow revenue streams. Fast paced, smart, ambitious, and continually seeking new ideas. That’s Cubic, is it you? At Cubic you will find an environment filled with energy, enthusiasm and collaboration, where we set out every day to improve not just the world, but ourselves and each other.

The Role
Service Delivery & Support plays a critical role in ensuring a rich, seamless customer experience of Cubic’s products and services. We are looking for an energetic, enthusiastic Post Feature Delivery Test Support Team Lead who can lead and motivate a team of Test Support Engineers in delivering a world class customer experience. This role will be responsible for ensuring excellent technical test support and customer service to the test and engineering community of our customers. The role reports to the Service Delivery Integration and Process Lead and is based in Dublin, Ireland.
Requirements
Responsibilities of this role:

• Lead and coordinate a team of Test Support Engineers to resolve application and system issues during test phase on all Cubic software technologies and application.
• Ensure the team complete the following activities to SLA:
  
  • administer and resolve applications issues, provide detailed updates, and perform root cause analysis.
  • Identify and provide detailed resolutions that meets customer expectations.
• Prepare appropriate documentation for all issues and associated solutions.
• Provide weekly progress reports for Test Support team using KPI metrics.
• Provide weekly internal performance report.
• Oversee post feature delivery test support & recommend ways to optimize performance.
• Provide guidance and solution to issues & problems, working on issues with each Test Support Engineer as they build knowledge and experience.
• Conduct quality review of key issues & PM tickets with team.
• Instil a culture of continuous learning and development with team.
• Onboard new hires seamlessly to Service Delivery Support through structured onboarding and work shadowing following a 30, 60, 90-day transition.

• Build good professional relationships with counterparts of engineering and customer support departments to ensure input to issues and Problem Management tickets.
• Build strong relationship with key stakeholders in our customer’s engineering community.
• Perform impact meetings with Test Support Engineers per company schedule.
• Perform regular 1:1’s with team members.
• Advise, mentor & facilitate Test Support Engineers on personal development.
• Ensure skills and personal training is achieved by each team member.
• Scale and upskill team to support cross geo, cross customer, cross product in line with Service Delivery’s key objectives.
• Live and lead Cubic’s core values.

The Person
Essential Experience and Qualifications

• 2-3 years Test Support or Application Support Team Lead experience at Level 2.
• Experience managing remote global teams.
• ITIL v4 foundation certified.

Knowledge of Database technologies Microsoft SQL Server.

• Working Knowledge of IT Hardware and Software.
• Ability to learn and master employer-specific software.
• Ability to troubleshoot & solve complex problem.
• Written and verbal communication skills.
• Customer Focused with excellent written and verbal communication and reporting skills.
• Demonstrable ability to learn technical information, processes and applications quickly.
• Excellent attention to detail and the ability to multitask and work effectively within a fast-growing organization.
• Demonstrated ability to be flexible and take a proactive approach to problem solving.
• Training, mentoring and/or leading small teams.

Desired Experience and Qualifications

• A degree level qualification, ideally in a technical discipline such as Computer Science or Software Engineering.
• Experience using tools like Jira & Confluence to capture & report issues & key project updates.
• Basic knowledge of programming concepts and SQL.
• Experience in building effective relationships with product, development, test teams and clients.

Benefits
Benefits

• Health Insurance.
• Pension Contribution.
• ESOP.
• Sports and social activities.
• Great annual office outings (Summer BBQ, Christmas party, charity runs).
• Bits & Bobs days (half day every quarter to get your Bits & Bobs done).
• Learning and development opportunities.

Cubic Telecom is an equal opportunities employer and committed to fostering a diverse and inclusive workplace.