Senior Support Lead Database Support

Job description

The Senior Product Support Lead plays a critical role in ensuring the seamless operation of product support services. This position is responsible for driving continuous improvement initiatives, executing root cause analyses, and delivering technical assistance to resolve complex customer issues. By collaborating with cross-functional teams, the Senior Support Lead influences product design and enhances service quality, ultimately contributing to customer satisfaction and business objectives. Key Responsibilities 1. Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Leveraging Product Support Knowledge And Troubleshooting Skills To Ensure Timely And Effective Resolution. 2. Conduct In-Depth Root Cause Analysis For Critical Issues, Implementing Preventive Measures To Mitigate Future Defects And Enhance Product Reliability. 3. Collaborate Closely With Product Management, Development, And Qa Teams To Provide Actionable Feedback On Product Improvements, Influence Product Design, And Ensure Alignment With Customer Requirements And Expectations. 4. Provide Technical Assistance And Mentorship To Team Members, Facilitating Their Ability To Diagnose And Resolve Customer Issues Efficiently. 5. Drive Continuous Improvement Initiatives For Support Processes And Workflows By Identifying Opportunities For Innovation, Automation, And Efficiency Enhancements To Improve Service Delivery And Customer Satisfaction. Skill Requirements 1. Strong Understanding Of Product Support Processes And Methodologies At Various Levels (L1, L2, L3). 2. Excellent Problem-Solving Skills With The Ability To Analyze Complex Issues And Implement Effective Solutions. 3. Proficient In Root Cause Analysis Techniques And Preventive Measures. 4. Experience In Collaborating With Cross-Functional Teams, Including Product Management And Development, Effectively Advocating For Customer Needs. 5. Advanced Proficiency In Identifying And Driving Process Improvements And Efficiencies In Support Workflows. Other Requirements 1. Itil Foundation Certification (Optional But Valuable). 2. Certifications In Relevant Product Support Tools And Technologies (Optional But Valuable). Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. • Disclaimer • Privacy Statement • Terms of use • Sitemap • Raise a Grievance • We use cookies on our site. Please read more about cookies policy here. • Opens in a new tab. • Opens in a new tab. • Opens in a new tab. • Opens in a new tab. • Opens in a new tab. • Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: • "route" is used for session stickiness • "careerSiteCompanyId" is used to send the request to the correct data center • "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor • "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Functional Cookies These cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies. Consent to all Functional Cookies Functional Cookies Provider Description Enabled Vimeo Vimeo is a video hosting, sharing, and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider Vimeo YouTube YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider YouTube Advertising Cookies These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies. Consent to all Advertising Cookies Advertising Cookies Provider Description Enabled Google Analytics Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Cookie Information Privacy Policy Terms and Conditions Consent to cookies from provider GoogleAnalytics Google Tag Manager Google Tag Manager is a tag management system for conversion tracking, site analytics, remarketing, and more. Privacy Policy Terms and Conditions Consent to cookies from provider GoogleTagManager LinkedIn LinkedIn is an employment-oriented social networking service. We use the Apply with LinkedIn feature to allow you to apply for jobs using your LinkedIn profile. Opting out of LinkedIn cookies will disable your ability to use Apply with LinkedIn. Cookie Policy Cookie Table Privacy Policy Terms and Conditions Consent to cookies from provider LinkedIn