{"id":1529104,"url":"https://alion.io/job/keywords-studios-tech-support-manager","title":"Tech Support Manager","company":{"id":1898,"name":"Keywords Studios","domain":"keywordsstudios.com","url":"https://alion.io/company/keywords-studios","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":91,"open_postings":135,"ghost_share":0,"stale_share":0.378,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-30T15:29:31Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-01T03:02:08Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"1. People Leadership & Team Management\nLead, mentor, and develop a team of Technical Support Engineers.\nEstablish clear goals, expectations, KPIs, and performance standards.\nConduct regular 1:1s, performance reviews, coaching sessions, and career-development discussions.\nBuild technical and leadership capabilities within the team through structured training and mentoring.\nIdentify skill gaps and create training and cross-training plans.\nManage shift coverage and ensure adequate support capacity across global time zones.\nFoster a culture of ownership, accountability, collaboration, and continuous improvement.\nIdentify high-potential team members and create opportunities for career progression.\n2. Customer & Enterprise Support\nOwn the overall technical support experience for assigned customers and customer segments.\nProvide leadership oversight for critical and complex customer issues.\nPartner with Customer Success and Account Management teams on strategic and enterprise accounts.\nParticipate in customer calls for critical escalations and technically complex issues.\nEnsure customer issues are communicated clearly, proactively, and professionally.\nBuild strong relationships with technical stakeholders at strategic customers.\nIdentify recurring customer pain points and drive them toward permanent solutions.\n3. Technical Escalation Management\nAct as an escalation point for complex technical issues that cannot be resolved by frontline support.\nDrive investigation of issues involving APIs, SDKs, integrations, web technologies, authentication, data, infrastructure, and third-party systems.\nWork closely with Engineering and Product teams to troubleshoot product defects and technical issues.\nEnsure escalated Jira issues contain accurate technical information, reproduction steps, logs, impact, and customer context.\nMaintain ownership until the issue is resolved and appropriately communicated to the customer.\nEnsure SLA commitments are consistently met.\n4. Incident & Problem Management\nLead or support P0/P1 critical incidents and customer-impacting outages.\nCoordinate incident response across Support, Engineering, Product, Infrastructure, and Customer Success.\nEnsure timely internal and external communication during major incidents.\nMaintain incident timelines, action items, and stakeholder communication.\nDrive Root Cause Analysis (RCA) and post-incident reviews.\nTrack corrective and preventive actions to completion.\nIdentify recurring incidents and initiate Problem Management activities.\nContinuously improve incident response and escalation processes.\n5. Support Operations & SLA Management\nOwn support operational metrics including:\nCSAT\nTime to First Response (TTFR)\nTime to Resolution (TTR)\nSLA adherence\nBacklog\nEscalation volume\nResolution efficiency\nCustomer-impacting incidents\nMonitor team performance and identify operational trends.\nBuild dashboards and reports for leadership.\nConduct regular operational reviews and establish improvement plans.\nOptimize workflows, queues, staffing, and escalation processes.\nEnsure support processes are documented, followed, and continuously improved.\n6. Cross-Functional Collaboration\nWork closely with:\nEngineering - product defects, technical escalations, incident resolution.\nProduct Management - customer feedback, feature gaps, product improvements.\nCustomer Success / Account Management - enterprise customers and strategic escalations.\nQA - reproductions, validation, and regression testing.\nInfrastructure / DevOps - platform incidents, monitoring, performance, and reliability.\nProfessional Services / Solutions Engineering - complex implementations and integrations.\nRepresent the voice of the customer internally and ensure customer-impacting issues receive appropriate visibility.\n7. Knowledge Management & Automation\nDrive creation and maintenance of technical documentation and Knowledge Base content.\nEstablish documentation standards for troubleshooting and known issues.\nIdentify repetitive support activities suitable for automation.\nEncourage the use of scripts, APIs, dashboards, AI, and automation to improve support efficiency.\nDevelop troubleshooting guides, runbooks, escalation templates, and internal playbooks.\nPromote self-service capabilities to reduce repetitive support volume.\n8. Capacity Planning & Support Strategy\nForecast support demand based on customer growth, product adoption, historical ticket volumes, and upcoming releases.\nDevelop staffing and capacity plans aligned with business growth.\nIdentify opportunities to improve support scalability without compromising customer experience.\nParticipate in hiring and workforce planning.\nEstablish support coverage models for global customers and critical accounts.\nPartner with leadership on long-term support strategy and organizational planning.\n9. Product & Release Readiness\nPartner with Product and Engineering teams during major product releases.\nEnsure Support is adequately prepared for new features and product changes.\nDrive release-readiness activities including:\nProduct training\nDocumentation\nTroubleshooting guides\nKnown issues\nSupport communication\nEscalation paths\nProvide customer-impact feedback before and after major releases.","description_format":"text","description_chars":5217,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Internet Services","Game Development","Business Directories & Listings"],"lifecycle":[{"event":"open","at":"2026-09-30T15:29:31Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":49,"reasons":["conf:2","velocity","win:early","comp:brand"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/keywords-studios-tech-support-manager","json_url":"https://alion.io/job/keywords-studios-tech-support-manager.json","meta":{"generated_at":"2026-10-01T10:43:47Z","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":1904,"day_limit":5000,"remaining_today":3096,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}