HCLTech
Polyguard
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Digital Business Operations

Senior Support Lead

Beaver, United States

Verified applicants only — secured by Polyguard

Job Summary

We are looking for a SR Support Engineer Lead responsible for delivering advanced technical support, managing complex enterprise environments, and ensuring high‑quality service delivery to internal and external stakeholders. This role requires strong analytical capabilities, deep technical expertise, and the ability to lead projects and requires strong communication, customer management, escalation handling, stakeholder management, and the ability to independently lead end-to-end projects 
 
 
 
 
Key Responsibilities
- Provide advanced troubleshooting and support across enterprise‑level IT systems, including software, server, virtual, and hardware environments.
- Analyze and resolve issues related to networking technologies such as TCP/IP, LAN, WAN, and Internet/Intranet systems.
- Lead end‑to‑end project execution, including planning, coordination, implementation, updates, go‑live support, and post‑deployment troubleshooting.
- Manage customer interactions with a strong customer‑focused mindset, ensuring clear communication, timely updates, and high satisfaction.
- Coordinate effectively with cross‑functional stakeholders to ensure seamless service delivery and issue resolution.
- Document technical findings, project details, and system information accurately in tools such as JIRA and internal knowledge repositories.
- Collect and analyze server‑level data to support project activities and validation processes.
- Support and handle medical device systems, ensuring compliance with operational and safety standards.
- Utilize tools such as JIRA, SQL, Excel, Box, Notes, and AI‑based applications to support daily operations and project tasks.
- Demonstrate adaptability and willingness to learn new technologies, including customer‑specific tools and platforms.
- Apply critical thinking and problem‑solving skills to diagnose complex issues and recommend effective solutions.
- Contribute to system validation activities and ensure adherence to quality and regulatory requirements.
 
Must Have Skills:
Customer Relationship Management.
Jira
Microsoft SQL Server
Troubleshooting
Healthcare Medical Domain experience
Medical Device handling, validation experience
 

Key Responsibilities

1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
4. To provide technical assistance to the team members in resolving customer issues.
5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.

Skill Requirements

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Other Requirements

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