Technical Support Engineer Lead

About Centific

Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our team includes more than 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers. We harness the power of an integrated solution ecosystem—comprising industry-leading partnerships and 1.8 million vertical domain experts in more than 230 markets—to create contextual, multilingual, pre-trained datasets; fine-tuned, industry-specific LLMs; and RAG pipelines supported by vector databases. Our zero-distance innovation™ solutions for GenAI can reduce GenAI costs by up to 80% and bring solutions to market 50% faster.

Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers. We aim to help these organizations unlock significant business value by deploying GenAI at scale, helping to ensure they stay at the forefront of technological advancement and maintain a competitive edge in their respective markets.

About Job

We are seeking a Technical Support Engineer Team Lead to oversee and guide a team supporting and maintaining Microsoft Purview products. This role combines hands-on technical expertise with leadership responsibilities. The ideal candidate will manage incoming support tickets, ensure backlog health, triage issues efficiently, and perform in-depth technical investigations. Additionally, the Team Lead will provide technical guidance, mentor team members, and foster a culture of continuous improvement. A strong problem-solving mindset, proactive ownership, and excellent communication skills are essential. Coding or scripting experience is a significant plus.

Key Responsibilities

• Leadership & Coaching

• Provide technical guidance and mentorship to team members, ensuring skill development and knowledge sharing.
• Conduct regular 1:1s, performance feedback, and support career growth within the team.
• Drive best practices in troubleshooting, documentation, and customer engagement.

• Operational Excellence

• Oversee and prioritize incoming support tickets related to Microsoft services or infrastructure.
• Monitor and manage ticket backlog, ensuring SLA adherence and timely resolution.
• Triage complex issues to appropriate teams while maintaining ownership until resolution.

• Technical Expertise

• Perform root cause analysis and lead technical investigations for recurring or high-impact issues.
• Collaborate with product, engineering, and operations teams to maintain service quality and stability.
• Document troubleshooting steps, resolutions, and known issues for continuous knowledge improvement.
• Use scripting or coding (e.g., PowerShell, Python, C#, SQL) to automate diagnostics, data pulls, or repetitive processes.

• Continuous Improvement

• Identify process gaps and implement improvements to enhance team efficiency and customer satisfaction.
• Champion knowledge base updates and training initiatives.
• Provide technical guidance and mentorship to team members, ensuring skill development and knowledge sharing.
• Conduct regular 1:1s, performance feedback, and support career growth within the team.
• Drive best practices in troubleshooting, documentation, and customer engagement.
• Oversee and prioritize incoming support tickets related to Microsoft services or infrastructure.
• Monitor and manage ticket backlog, ensuring SLA adherence and timely resolution.
• Triage complex issues to appropriate teams while maintaining ownership until resolution.
• Perform root cause analysis and lead technical investigations for recurring or high-impact issues.
• Collaborate with product, engineering, and operations teams to maintain service quality and stability.
• Document troubleshooting steps, resolutions, and known issues for continuous knowledge improvement.
• Use scripting or coding (e.g., PowerShell, Python, C#, SQL) to automate diagnostics, data pulls, or repetitive processes.
• Identify process gaps and implement improvements to enhance team efficiency and customer satisfaction.
• Champion knowledge base updates and training initiatives.

Centific Is An Equal-Opportunity Employer. All Qualified Applicants Will Receive Consideration For Employment Without Regard To Race, Color, Religion, National Origin, Ancestry, Citizenship Status, Age, Mental Or Physical Disability, Medical Condition, Sex (Including Pregnancy), Gender Identity Or Expression, Sexual Orientation, Marital Status, Familial Status, Veteran Status, Or Any Other Characteristic Protected By Applicable Law. We Consider Qualified Applicants Regardless Of Criminal Histories, Consistent With Legal Requirements.