Lexmark International

Global Software/Firmware Support Lead

Lexmark International
Remote
Full-TimeDepends on ExperienceSenior LevelMasters
Job Description

Welcome to Lexmark International! We are a leading global provider of software and hardware solutions for businesses of all sizes. We are currently seeking a highly motivated and experienced Global Software/Firmware Support Lead to join our team. As the Support Lead, you will play a critical role in providing technical support and guidance to our customers and internal teams across the globe. This is an exciting opportunity for someone who is passionate about software and firmware support, and has a strong desire to lead and mentor a team. If you have a proven track record of success in software/firmware support and possess strong leadership skills, we want to hear from you!

  1. Provide technical support to customers and internal teams across the globe.
  2. Lead and mentor a team of software and firmware support specialists.
  3. Monitor and track support requests, ensuring timely and effective resolution.
  4. Develop and implement strategies to improve customer satisfaction and support efficiency.
  5. Stay up-to-date with industry trends and advancements in software and firmware support.
  6. Collaborate with cross-functional teams to identify and resolve complex technical issues.
  7. Conduct regular training and development sessions for the support team.
  8. Create and maintain documentation for support processes and procedures.
  9. Act as a liaison between customers and other internal departments, such as product development and sales.
  10. Identify and implement opportunities for process improvement and standardization.
  11. Prioritize and delegate tasks within the support team to ensure timely resolution of issues.
  12. Participate in on-call rotation to provide 24/7 support to customers.
  13. Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions.
  14. Communicate effectively with customers and internal teams to provide updates on support requests.
  15. Uphold company policies and procedures while providing exceptional customer service.
Where is this job?
This job opening is listed as 100% remote
Job Qualifications

  • Extensive Technical Knowledge: A Global Software/Firmware Support Lead At Lexmark International Should Possess Extensive Technical Knowledge And Experience In Software And Firmware Development, Troubleshooting, And Support. This Includes A Strong Understanding Of Programming Languages, Operating Systems, And Software Development Tools.

  • Leadership Skills: As A Leader In The Global Support Team, The Candidate Should Have Strong Communication And Interpersonal Skills To Effectively Manage A Diverse Team Of Software And Firmware Support Engineers. They Should Also Have Experience In Mentoring And Coaching Team Members To Improve Their Skills And Performance.

  • Global Support Experience: The Ideal Candidate Should Have Experience In Providing Global Support For Software And Firmware Products. This Includes Knowledge Of International Markets, Cultures, And Languages To Effectively Support Customers From Different Regions.

  • Problem-Solving Abilities: The Global Software/Firmware Support Lead Should Have Strong Problem-Solving Abilities To Quickly Identify And Resolve Technical Issues Reported By Customers. They Should Be Able To Analyze Complex Problems And Provide Innovative Solutions In A Timely Manner.

  • Customer Focus: A Key Requirement For This Position Is A Strong Customer Focus. The Candidate Should Have A Deep Understanding Of Customer Needs And Be Able To Provide Excellent Customer Service. They Should Also Have Experience In Managing Customer Escalations And Ensuring Timely Resolution Of Issues.

Required Skills

  • Software Development

  • Quality Assurance

  • Project Management

  • Troubleshooting

  • Communication

  • Multitasking

  • customer service

  • Team Leadership

  • Problem-Solving

  • Time

  • Technical Expertise

  • Firmware Engineering

Soft Skills

  • Communication

  • Emotional Intelligence

  • Leadership

  • Time management

  • Interpersonal Skills

  • creativity

  • Critical thinking

  • Teamwork

  • Adaptability

  • Problem-Solving

Compensation

According to JobzMall, the average salary range for a Global Software/Firmware Support Lead is between $95,000 and $130,000 per year. However, the exact salary can vary depending on factors such as location, experience, and the specific company. Some companies may offer higher salaries for this role, especially for those with more experience and advanced skills. Additionally, bonuses and other benefits may also be included in the overall compensation package.

Additional Information
Lexmark International is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesEnglish
Job PostedMay 16th, 2025
Apply BeforeJuly 14th, 2025
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About Lexmark International

Lexmark International, Inc. is a privately held American company that manufactures laser printers and imaging products. The company is headquartered in Lexington, Kentucky. Since 2016 it has been jointly owned by a consortium of three Chinese companies: Apex Technology, PAG Asia Capital, and Legend Capital.

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