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Lead and mentor a team of Support Specialists to provide technical troubleshooting for proprietary software and hardware in production environments. Responsibilities include monitoring KPIs, writing complex SQL queries, and managing direct reports' performance and training.
Requirements
Requires a bachelor's degree in Computer Science or Information Systems and previous experience in a leadership role. Candidates must possess strong SQL skills and a proven track record in back-end software troubleshooting.
Full job description
Software Support Team Lead
Job Overview:
The Support Team Lead will be responsible for training, mentoring, and leading a team of Support Specialist to provide software troubleshooting customer service. The ideal candidate will possess strong technical skills and have a passion for back-end software troubleshooting. This is a customer facing position, so this individual must have strong communication and customer service skills. Our team remotely supports production environments all around the globe to resolve issues and minimize the impact to production. Our software support team troubleshoots both software and hardware issues. As a Lead Support Specialist, you will find yourself troubleshooting in-house applications, 3rd party applications, data mining, report building, writing and working with complex queries, database management, indexing, and potentially promoting a software fix. In addition, you will have up to five direct reports.
Shift:
2nd shift (3-11pm EST) Tuesday - Saturday
Job Functions:
Monitor Support KPIs for direct reports.
Ensure direct reports complete required customer training and connection credentials are maintained.
Write SQL queries.
Perform QA functions for any issue resolution from support calls.
Track and thoroughly document all customer issues in our ticketing system.
As issues are reported from customers diagnose if the issue is a change or a bug then communicate issues to the analyst, development staff, or sales consultant appropriately.
Understanding of the software development lifecycle (SDLC) as you will be interacting with various developers, analysts and project managers.
Facilitate positive proactive working relationships with customers and internal resources.
Performs visits to customer sites to perform any preventative maintenance that can increase the stability and control of the Exacta software (Proprietary Software)
Performs annual reviews for direct reports.
Assist in training new hires.
Complete and review quarterly incentives for all direct reports.
Develop Reports using Crystal Management and SQL Server Reporting Services (SSRS).
Create datasets to analyze and recreate issues reported by customers.
Ability to look through database log files to troubleshoot software issues.
Implement and improve remote monitoring tools for our customer’s systems.
Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals).
Demonstrate leadership skills (as measured by our employee feedback).
Travel Requirements:
15% overnight travel (Travel expenses paid by Toyota Automated Logistics)
Required Qualifications and Preferred Skills:
Bachelor’s degree is highly preferred; degree in Computer Science or Information Systems preferred.
Strong computer skills including: Microsoft Office, Microsoft Project, and various Databases (SQL Server and Oracle).
Microsoft SQL experience
Previous and recent experience with back-end software troubleshooting
Previous experience in a Team Lead, Supervisor, or Leadership role
Excellent customer service skills. Remain positive and calm under pressure.
Excellent troubleshooting abilities and analytical skills.
Superior oral and written communication skills.
Must be eligible to work in the USA long term without sponsorship.
Employees must follow all information security policies, protect confidential data, complete required training, and report any suspected security incidents to support our information security controls.
About Toyota Automated Logistics:
Toyota Automated Logistics is your global partner for integrated warehouse automation. Our team combines the talents of Bastian Solutions, Vanderlande’s warehousing business and viastore under one brand to deliver scalable systems, intelligent software and life-cycle services.
In addition to exciting work at a growing company, we offer the following benefits:
Health, Dental, and Vision Insurance
401(k) Retirement Plan with a company match
Vacation / Holiday Pay
Paid Volunteer time off
Tuition Reimbursement
Professional Associations, Conferences and Subscriptions
Company Meetings & Events
Toyota Automated Logistics does not work with outside recruiting agencies. No solicitation phone calls please.
Transportation, Logistics, Supply Chain and Storage
Company size
1,001-5,000 employees
Headquarters
Carmel, IN
LinkedIn followers
115,919
Bastian Solutions, a Toyota Automated Logistics company, is a trusted supply chain integration partner committed to providing their clients a competitive advantage by designing and delivering world-class distribution and production solutions.
The expertise Bastian Solutions delivers includes exceptional results through a proven process of analytical consulting, engineering and design, simulation, project management, and installation services, while sourcing the best material handling equipment and automation technologies available.
With innovation at the forefront, the company also develops Exacta supply chain software, conveyor and sortation systems, custom automated material-handling equipment, robotics, autonomous vehicles and robotic shuttles, and state-of-the art industrial controls.
Bastian Solutions serves domestic and global markets, covering the United States, Canada, India, the Middle East, Mexico and South America.
Offices: 10585 North Meridian St., Carmel, IN 46290, US · 315 W New Rd, Greenfield, Indiana 46140, US · 2031 Nelson Miller Parkway, Louisville, KY 40299, US · 2200 Forte Court, Maryland Heights, MO 63043, US · 1821 Bastian Ct, Westfield, Indiana 46074, US
Conveyor SystemsSystem IntegrationRobotics and Vision SystemsSoftware and ControlsE-Commerce Order FulfillmentConsulting and SimulationsCustom Material Handling EquipmentComposite Pallets Distribution Center AutomationGoods to Person Systems
How much do Technology jobs in Indianapolis, IN pay?
Based on 358 listings with disclosed salaries, most technology jobs in Indianapolis, IN pay between $66k–$197k per year. Individual offers vary with seniority, company size, and specialization.
How many Technology jobs are open in Indianapolis, IN right now?
There are currently 742 open technology positions in Indianapolis, IN listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Technology roles in Indianapolis, IN?
Companies currently hiring include Salesforce, Eli Lilly and Company, Rolls-Royce, Indiana University Health, Bastian Solutions, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Technology jobs in Indianapolis, IN?
Yes — 337 of the 742 open technology positions offer remote or hybrid work (102 remote, 235 hybrid).
How do I apply for Technology jobs in Indianapolis, IN?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.