• Lead the transition of the Tier 2 Support team to an Engineering Applications team.• Ensure that the embedded system, the cloud, and the UI work properly to provide a reliable service to the end customer.• Work closely with the Product Owner, Software Development and Software Testing.• Collaboration with remote teams to solve field problems.• Create escalation processes between teams.• Report field problems to the Product Owner and the Development team to improve the quality of service.• Create documentation on known issues, troubleshooting, and configuration.• Identify and solve problems proactively.• Identify problems as they arise and resolve them as quickly as possible.• Motivate and lead the team to work together and complete tasks.• Coaching and mentoring.

• Lead the Tier 2 Support team.• Collaboration with remote teams to solve field problems.• Creation of processes and procedures for the support team.• Investigate the root cause of the problem in the field and escalate it to the appropriate team.• Development of Dashboards visualization strategy through Azure DevOps & Power BI to communicate the most important metrics.• Perform advanced troubleshooting and updating knowledge bases with solutions performed. • Create, update, and follow up to tickets using Azure DevOps• Coaching and mentoring.• Foster teamwork and agile support.

• Pioneer in the creation of the Tier 2 Support team.• Solve problems that are beyond Level 1 skills.• Handle incoming tickets and provide Level 1 with updates.• Solve complicated problems in remote sessions/calls with US technicians.• Collaboration with remote teams to solve field problems.• Report field problems to the stakeholders.• Able to multi-task and work issues at the same time.

• Pioneer in the creation of the testing team• Creation and execution of software tests• Manage results metrics• Report the results of the tests to the stakeholders• Collaboration with the Development team

• Creation of the software development process for MEDCC Controls.