{"id":1269285,"url":"https://alion.io/job/identixweb-support-team-lead","title":"Support Team lead","company":{"id":2108280,"name":"identixweb","domain":"identixweb.com","url":"https://alion.io/company/identixweb","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-27T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Surat, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":58000,"period":"year","method":"role_seniority_country_cell","sample_n":11},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"JavaScript","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-08-13T11:24:35Z","employer_posted_date":"2026-08-13","last_verified_at":"2026-09-27T06:31:57Z","board_verified":true,"closed_at":null,"days_open":45,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":45},"description":"Job Summary\nWe are looking for an experienced Support Team Lead to manage our software support team and ensure excellent customer service and timely resolution of technical queries.\nRoles & Responsibilities\nLead and manage the Software Support Team and monitor daily activities.\nHandle customer queries through live chat, calls, emails, and remote sessions.\nHandle escalated and critical customer issues and ensure timely resolution.\nMonitor tickets, SLA, response time, resolution time, and support backlog.\nCoordinate with Development, QA, and Product teams for technical issue resolution.\nProvide product training and guidance to team members and clients.\nMonitor team performance and ensure high customer satisfaction.\nIdentify recurring issues and support process improvements.\nMaintain proper records and prepare regular support reports.\nHandle customer feedback and ensure effective issue resolution.\nRequirements\n5+ years of experience in Software Support\nMinimum 1-2 years of experience in Team Lead role.\nStrong verbal and written English communication skills.\nGood knowledge of web applications and e-commerce platforms.\nBasic knowledge of HTML, CSS, and JavaScript is beneficial.\nStrong troubleshooting and problem-solving skills.\nExperience with ticketing/helpdesk systems and SLA management.\nGood customer handling and escalation management skills.\nAbility to coordinate with cross-functional teams.\nProactive, responsible, and willing to work in rotational shifts.","description_format":"text","description_chars":1479,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","E-commerce Platforms","Web Development Services"],"lifecycle":[{"event":"open","at":"2026-09-25T23:27:39Z"}],"liveness":{"score":34,"band":"fade","label":"Fading","p_open":1,"p_active":0.624,"p_room":0.55,"age_days":44,"expected_fill_days":32,"reasons":["conf:23","win:tail"],"computed_at":"2026-09-27T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/identixweb-support-team-lead","json_url":"https://alion.io/job/identixweb-support-team-lead.json","meta":{"generated_at":"2026-09-28T00:59:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":570,"day_limit":5000,"remaining_today":4430,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}