Team Lead, Technical Support

## Team Lead, Technical SupportApply: Office-based: Reading, Berkshire, United Kingdom: Full time: Posted Today: RC61**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. **The Role** Reporting to the Senior Global Technical Support Manager, the Team Lead, Technical Support is responsible for the day-to-day direction, performance, and delivery of the EMEA Global Technical Support Team. This hybrid role combines hands-on support for complex customer issues with operational leadership to deliver consistent, high-quality service and meet team objectives. **In this role, you will have the opportunity to:** * Lead and support the EMEA technical support team to achieve defined service levels, performance targets, and team objectives.* Provide hands-on technical support for complex or escalated customer issues across email, phone, and remote sessions.* Coordinate resources and troubleshooting across departments and organizational levels to resolve highly complex support cases.* Monitor team performance and provide regular feedback, structured coaching, professional development plans, and performance reviews.* Develop and implement support processes, best practices, and strategies that address knowledge or process gaps.* Collaborate with Global Support, Product, Sales, and Development teams to improve service delivery and implement preventative measures.* Support recruitment, onboarding, and training of new team members, while maintaining the team coverage calendar.* Develop and maintain accurate, accessible knowledge-base content using Knowledge-Centered Support principles, and guide the team in creating reusable knowledge assets.**To be successful in this role, you should have:** * At least 7 years of experience working in a technical role, including 1 or more years leading a team formally or informally.* A post-secondary degree in Geology, Geophysics, or another geoscience discipline.* Strong communication and interpersonal skills, with excellent verbal and written English.* Proven ability to manage, motivate, coach, and develop a positive, inclusive, and highly productive team.* Excellent analytical, troubleshooting, problem-solving, and conflict-resolution skills, with a strong customer-service orientation.* Strong organizational skills, with the ability to multitask and prioritize conflicting demands under tight time constraints.* Advanced knowledge of multiple Seequent products, proficiency in a variety of Seequent applications, and a high level of computer literacy.* The ability to build effective working relationships with internal and external contacts, work with minimal supervision, and demonstrate integrity, fairness, and professionalism; exploration or mining industry experience is an asset.**Additional Information** Hybrid work from the local office 2 days a week and home-based the remainder of the week.#LI-DM1 **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.** We aspire to be pioneers of positive change in the way organisations work with the underground. We work collaboratively, stay curious, make change happen and have a global impact. We bring our authentic selves to work and are enthusiastic about what we do. Plus, you can expect great benefits; these benefits are unique to each location Seequent resides in. Please ask your Talent Acquisition Specialist. If this posting gets you excited about joining Seequent please apply now! For more information about everything Seequent, please visit Seequent.com.
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