Manager- Technical Support

• Lead and mentor a team of Customer Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement.

• Own the end-to-end support operations, ensuringtimelyresolution of customer tickets while consistently meeting SLA commitments.

• Monitor ticket queues, prioritise critical issues, and ensure efficient workload distribution across the team.

• Act as the primary escalation point for complex customer issues and drive them to successful resolution with empathy and professionalism.

• Collaborate with Product, Engineering, QA, and Operations teams to resolve product issues and improve overall customer experience.

• Conduct regular reviews of support metrics, SLA performance, ticket trends, and customer feedback toidentifyimprovement opportunities.

• Analyserecurring issues and work with internal stakeholders to implement preventive measures and process improvements.

• Develop andmaintainsupport documentation, knowledge base articles, FAQs, and standard operating procedures.

• Support product releases byvalidatingfixes, coordinating customer communication, and ensuring smooth rollout of updates.

• Drive continuous improvement initiatives to enhance support processes, operational efficiency, and customer satisfaction.

• Train, coach, and develop team members through regular feedback, performance reviews, and skill development initiatives.

• Prepare and present support performance reports, customer insights, and operational metrics to leadership.

Requirements

• 8-12 years of experience in Customer Support, Application Support, or Technical Support, preferably in a SaaS or B2B software environment.

• 3-5 years of experience managing customer support teams

• Strong experience handling customer escalations and managing enterprise customer relationships

• Experience handling global clients will be preferred

• Proventrack recordof driving SLA adherence and operational excellence.

• Excellent customer service, stakeholder management, negotiation, and conflict resolution skills

• Strong analytical and problem-solving abilities with a data-driven mindset

• Experience working with ticketing systems, CRM platforms, and support tools

• Good understanding of SDLC and application maintenance processes

• Ability to work effectively with cross-functional teams

• Excellent verbal and written communication skills