{"id":2989948,"url":"https://alion.io/job/karomi-manager-technical-support","title":"Manager- Technical Support","company":{"id":3794358,"name":"Karomi","domain":"karomi.com","url":"https://alion.io/company/karomi-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":29000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-21T09:35:02Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-25T19:55:40Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Lead and mentor a team of Customer Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement.\nOwn the end-to-end support operations, ensuringtimelyresolution of customer tickets while consistently meeting SLA commitments.\nMonitor ticket queues, prioritise critical issues, and ensure efficient workload distribution across the team.\nAct as the primary escalation point for complex customer issues and drive them to successful resolution with empathy and professionalism.\nCollaborate with Product, Engineering, QA, and Operations teams to resolve product issues and improve overall customer experience.\nConduct regular reviews of support metrics, SLA performance, ticket trends, and customer feedback toidentifyimprovement opportunities.\nAnalyserecurring issues and work with internal stakeholders to implement preventive measures and process improvements.\nDevelop andmaintainsupport documentation, knowledge base articles, FAQs, and standard operating procedures.\nSupport product releases byvalidatingfixes, coordinating customer communication, and ensuring smooth rollout of updates.\nDrive continuous improvement initiatives to enhance support processes, operational efficiency, and customer satisfaction.\nTrain, coach, and develop team members through regular feedback, performance reviews, and skill development initiatives.\nPrepare and present support performance reports, customer insights, and operational metrics to leadership.\nRequirements\n8-12 years of experience in Customer Support, Application Support, or Technical Support, preferably in a SaaS or B2B software environment.\n3-5 years of experience managing customer support teams\nStrong experience handling customer escalations and managing enterprise customer relationships\nExperience handling global clients will be preferred\nProventrack recordof driving SLA adherence and operational excellence.\nExcellent customer service, stakeholder management, negotiation, and conflict resolution skills\nStrong analytical and problem-solving abilities with a data-driven mindset\nExperience working with ticketing systems, CRM platforms, and support tools\nGood understanding of SDLC and application maintenance processes\nAbility to work effectively with cross-functional teams\nExcellent verbal and written communication skills","description_format":"text","description_chars":2321,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-21T09:35:02Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":27,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/karomi-manager-technical-support","json_url":"https://alion.io/job/karomi-manager-technical-support.json","meta":{"generated_at":"2026-10-25T20:49:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29403,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3794358},"rest":"https://alion.io/mcp/rest/get_company?id=3794358"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkaromi-manager-technical-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkaromi-manager-technical-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkaromi-manager-technical-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/karomi-manager-technical-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkaromi-manager-technical-support"}]}