Job Description
Team Lead, Technical Support
About Us
At Seequent, we help organisations to understand the underground, giving the confidence to make better decisions faster.
We build world-leading technology that is at the forefront of Earth sciences, transforming the way our customers work. Every day we help them develop critical mineral resources more sustainably, design and build better infrastructure, source renewable energy, and reduce their impact on the environment.
We operate in 145+ countries while proudly maintaining headquarters in New Zealand.
Role
As a Technical Support Team Lead, you will oversee the EMEA Global Technical Support Team (GTST), ensuring they provide exceptional service to our end-users. This role combines deep technical expertise with a strong focus on leadership, team collaboration and support. Your primary responsibilities will include managing daily operations, technical support, mentoring team members, technical leadership, and implementing strategies to improve customer satisfaction.
You will act as a liaison between the support and other departments, ensuring seamless communication and efficient problem resolution. Your leadership will be crucial in maintaining high performance standards and fostering a positive work environment.
You will provide hands-on technical support for complex cases to ensure that customer inquiries are handled professionally, efficiently, and in a timely manner.
Duties and responsibilities
Leadership
- Lead, support, and coach the EMEA GTST within defined targets.
- Monitor and evaluate team performance, providing feedback and coaching.
- Develop and implement support processes and best practices.
- Handle escalated customer issues and ensure timely resolution.
- Collaborate with the Global Support Team and other departments to address customer needs and improve service delivery.
- Prepare and present regular reports on team performance and customer feedback.
- Supporting the Recruitment, training and onboarding of new team members.
- Maintain coverage calendar.
Technical Support
- Deal directly with customer to provide accurate and timely resolutions to their inquiries, primarily by email, telephone, or remote sessions.
- Act as the central liaison for highly complex support cases, effectively managing resources and coordinating technical troubleshooting across various departments and organizational levels
- Act as a Subject Matter Expert (SME) on the team for 2 products.
- Efficiently prioritize and triage technical support requests based on the issues presented.
Continuous Improvement
- Drive the continuous improvement of team capabilities by actively facilitating professional development plans, offering targeted coaching, and conducting regular performance reviews
- Look for opportunities to improve processes and, where appropriate, design a solution and champion its adoption.
- Collaborate with cross-functional partners to address procedural, policy, or standard gaps exposed by escalated issues, ensuring the implementation of long-term preventative measures.
- Develop team capabilities by strategically delegating support-related initiatives, providing coaching and oversight to ensure successful project implementation
- Develop and implement strategies to address knowledge and process gaps within the team.
Maintain Service Levels
- Work with the escalated technical staff, sales, and development teams to establishing suitable service levels for Seequent’s customers.
- Contribute to the design and build of effective global, cross-functional resources to maintain agreed services levels affordably and effectively.
Creation of Self-Help Content
- Using the principles of KCS (Knowledge Centred Support), contribute to the creation of structured, re-usable content for the knowledge base.
- Contribute to the establishment and application of content quality standards, ensuring all customer-facing materials are technically accurate, brand-aligned, and easy for non-technical users to understand.
Qualifications
- Minimum 7 years’ experience in a technical role + early leadership exposure
- Post-secondary degree in Geology, Geophysics, or another geo-science discipline.
- 5 years in a Technical Support role is an asset.
- 3 to 5 years of experience in the exploration or mining industry is an asset.
Professional Competencies:
- Strong communication and interpersonal skills.
- Proven ability to manage and motivate a team while cultivating a positive, engaging, and highly productive work environment.
- Be approachable, supportive, and inclusive, and demonstrate integrity, fairness, and a high level of professionalism.
- Excellent problem-solving and conflict resolution abilities.
- Highly developed customer service orientation.
- Excellent English language communication skills, both verbal and written.
- Excellent analytical, trouble-shooting and problem-solving skills with a focus on quickly identifying and resolving customer issues.
- Keen organizational skills with the ability to multi-task and prioritize conflicting demands effectively under tight time constraints.
- Ability to establish effective working relationships and collaborative work approaches with internal and external contacts.
- Must be self-motivated and able to work with minimum supervision.
- Knowledge and Technical Skills:
- Highly computer literate.
- Proficient in a variety of Seequent applications.
- Advanced knowledge of multiple Seequent products
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Our Commitment to Equity, Diversity, and Inclusion
At Seequent, we champion the uniqueness of each individual. Our commitment to inclusiveness, equity, and accessibility is fundamental to who we are. If you require accommodation during our recruitment process, please let our Talent Acquisition team know. We are here to ensure a fair opportunity for all.
Research underscores that some individuals, especially women and underrepresented groups, may hesitate to apply for roles if they don't meet every requirement. Please don't count yourself out if you don’t tick every box. We are committed to hiring a diverse team and encourage individuals of all background and abilities to apply. Thank you for considering us as your potential employer; we're excited to see what you can bring to our team!
Benefits of being a Seequenteer and why you’ll love being on our team.
Our people – Working at Seequent means becoming part of a community of collaborative innovators with insatiable curiosity and a passion to make a difference. Seequenteers are experts at what they do, visionaries with bold ideas for the future, and driven by a desire to make meaningful change.
Our culture – At Seequent you’ll be encouraged to Find a Better Way, Think Customer, Collaborate Enthusiastically, Exceed Expectations and Take Ownership, no matter what role you’re in. Our values define a culture of open mindedness, connected teams despite geographical distance, transparent communication, and leadership at any level, where everyone is welcome as their authentic self.
Our offices – Seequent operates from offices all over the world; as part of the Bentley Systems family. Our office hubs are fueled by barista-crafted coffee, games, table tennis, Lego, online trivia battles, and regular office team events. We like to celebrate our wins with cake too, lots of cake.
Benefits – Competitive salary, flexible working, a paid day each year to volunteer, an employee share purchase plan in most locations, rewards & recognition program, continuous learning and career growth opportunities, internal engagement events, culture & wellbeing program, personal support resources. Additional benefits are unique to each location Seequent resides in.
How to apply
If this sounds like the role for you, apply today
