iScala Technical Support Lead

Job Title: iScala Technical Support Lead 

Experience: 10-12 years 

Job Description: 

We are seeking a highly skilled and experienced iScala Technical Support Lead to join our team. The ideal candidate will have a strong background in technical support and a deep understanding of iScala ERP systems. You will be responsible for leading the technical support team, managing customer inquiries, and ensuring timely resolution of issues. 

Key Responsibilities: 

• Lead ERP Technical support for iScala ERP, identifying and resolving complex issues while assisting support to end users. Ensure seamless integration with third-party applications and maintain data integrity. 

• Lead, mentor, and manage a team of technical support specialists, serving as the highest level of support for critical, time-sensitive, and complex iScala ERP issues. 

• Serve as the primary point of contact for escalated iScala support concerns. 

• Responsible for leading the development, testing, deployment, and integration of ERP systems. 

• Take responsibility for the development, troubleshooting, and ongoing support of iScala ERP systems, as well as the related Edge Apps ecosystem. 

• Manage the deployment of iScala ERP updates, including Hotfixes, Fixkits, and software releases, ensuring proper system configuration and maintenance. 

• Provide advanced troubleshooting on complex systems involving interactions between iScala ERP, databases, external Edge Apps integrations, including development and support. 

• Automate Processes and integrations using Epicor Service Connect and other technologies. 

• Mandate localization, electronic invoicing and advanced taxation for all regions complying statutory and regulatory requirements. 

• Provide training and knowledge transfer to team members and customers. 

• Ensure customer satisfaction through effective communication and problem resolution and comply SLA standards. 

• Proactively identify opportunities for improvement in application performance, processes, and user experience. Participate in the development and implementation of new enhancements, following SOX compliance. 

 

Qualifications: 

• Bachelor's degree in computer science, Information Technology, or related field. 

• 10-12 years of experience in iScala ERP technical support, with at least 5 years in a lead or supervisory role. 

• Strong managed service experience of iScala ERP system and related technologies. 

• Excellent problem-solving and analytical skills. 

• Exceptional communication and interpersonal skills. 

• Ability to work effectively in a fast-paced environment. 

• Experience in managing customer relationships and expectations. 

Preferred Skills: 

• iScala technical development 

• MS SQL Server 2019, SSRS Report Development, SSIS Development, SQL Programming 

• Epicor Service Connect integrations development 

• Experience with ITIL framework. 

• Strong Knowledge of scripting or programming languages. 

• If you are a passionate and dedicated technical support leader with a strong background in iScala, we encourage you to apply. Join us in providing exceptional support and solutions to our customers! 

 

If you are a passionate and dedicated technical support leader with a strong background in iScala, we encourage you to apply. Join us in providing exceptional support and solutions to our customers! 

 

Experience Level

Senior Level