Emily Carter
Technical Support Lead
Summary
Experienced technical support professional with over 12 years of expertise in technical troubleshooting, incident management, and customer support operations. Proven ability to lead Tier 2 and Tier 3 support teams, resolve complex technical issues, and implement processes that improve service quality and operational efficiency. Recognized for strong analytical skills, effective leadership, and a commitment to delivering exceptional technical support. Currently serves as Technical Support Lead, managing escalations, technical troubleshooting workflows, and Tier 2/3 support resolution.
Overview
12
12
years of professional experience
Work History
Technical Support Lead
Outsource Global Development
01.2021 - Current
- Leads Tier 2 and Tier 3 technical support teams, ensuring timely resolution of complex customer issues.
- Manages technical escalations and coordinates cross-functional efforts to resolve critical incidents.
- Develops and maintains troubleshooting workflows and technical support procedures.
- Monitors service performance metrics and drives continuous improvements in support quality.
- Coaches and mentors technical support specialists to enhance technical expertise and customer service.
- Collaborates with product, engineering, and operations teams to identify recurring issues and implement longterm solutions.
Education
Bachelor of Science (BSc) - Computer Science
01.2013
Skills
- Technical Support Leadership
- Tier 2 & Tier 3 Support
- Incident & Escalation Management
- Technical Troubleshooting
- Root Cause Analysis
- Service Delivery
- Process Improvement
- Knowledge Management
- Team Leadership
- Performance Coaching
- Customer Experience
- Cross-Functional Collaboration
Languages
English