Do you get excited when hearing about trademarks and brand protection news? YES?! So do we! At Corsearch, there’s no pushing trademark solutions and brand protection from our thoughts. We’re thinking about coined trademarks in the car, a detailed design search over lunch, counterfeits while sitting with the in-laws, and anti-piracy while working out 

We are a mission-led company, driven by a passion for making the world better and safer for our brand customers and their consumers. It’s what we do. And people come to Corsearch to be challenged, developed, supported, and valued 👍

✅The Role

As the Platform Support Director, you will be reporting to our Chief Information Officer and you will be responsible for managing and organising an end-to-end, world class support function for all our business applications. The ideal candidate should have an out-of-the-box mentality addressing the overall customer support process within the organisation, spreading across multiple teams.

The Platform Support team, collaboratively with other teams within Corsearch, provides global, around the clock, support including response and resolution of incidents, handling service requests, routing product requests and more. The team operates via an ITSM portal (Jira service desk).

The ideal candidate must be a clear, candid communicator, highly motivated, emotionally intelligent, and have a multi-year proven record of accomplishment of customer obsession via teamwork, process improvement and execution, while building strong stakeholder relationships along the way.

The ideal candidate should also be able to demonstrate a proven record of accomplishment of having built geographically scattered customer support teams in the past, while leveraging ITIL methodologies.

✅Responsibilities and Duties

As the Platform Support Director, you will be responsible for managing and organising an end-to-end, world class support function for all our business applications.

The Platform Support team collaboratively provides global support including, but not limited to:

• Response and resolution of incidents & problems,
• Handling service requests,
• Accepting and routing product requests,
• Keeping internal and external stakeholders informed when issues occur,
• Reporting towards stakeholders.
• Managing the end-to-end workflow from identifying an issue to its timely resolution.

The team is currently spread between India and the Netherlands, and they offer around the clock support to Corsearch’s business applications.

The Platform Support Director must build strong relationships with their peers and ultimately contribute to having fewer problems and happier customers.

The responsibilities also include managing the budget of the team and the respective tooling used for offering support.

✅Essential

Technical Skills:

• Strong knowledge of cloud-based infrastructure (Azure, AWS, GCP, etc)
• Strong knowledge of Jira & Confluence, including Jira Service Management and the admin portal of Jira.
• In-depth knowledge of the Atlassian products is a must.
• Strong knowledge of monitoring & alerting tooling, like New Relic, Datadog, etc
• Exceptionally good knowledge of web application architecture (Front-end, Back-end, APIs etc.)

Communication and soft skills:

• Empathy and emotional intelligence
• Strong customer-service mindset, and problem-solving skills
• Ability to own a problem and drive the solution.
• Ability to work collaboratively in a geographically distributed team environment.
• Ability to interact with stakeholders from all levels of the organisation, from executives to engineers, to customer facing roles.
• Ability to effectively prioritize work under pressure in a highly dynamic work environment.
• Excellent English language communication skills, both verbal and written, with the ability to communicate effectively with a range of audiences.
• Excellent written & verbal communication, interpersonal, and presentation skills.
• The natural ability to proactively reach out and facilitate communications.