Manager, Technical Support

Jobgether • India

Remote

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AI Summary

Lead and scale a high-performing technical support team in India, driving operational excellence and customer satisfaction. Manage team performance, escalations, and support processes while collaborating with cross-functional teams globally. Requires 10+ years experience with 4+ years in people management and strong technical skills in APIs, Java, SQL, and cloud systems.

Key Highlights

Lead and mentor Technical Support Engineers in India

Drive customer satisfaction through CSAT, SLA, and resolution metrics

Manage escalations and incident resolution in cloud environments

Optimize support workflows using data analytics tools

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Key Responsibilities

Lead, mentor, and manage a team of Technical Support Engineers, ensuring high performance, engagement, and continuous development

Drive customer satisfaction by monitoring and improving key operational KPIs such as CSAT, SLA adherence, time to resolution, backlog, and scheduling efficiency

Manage escalations and incident resolution, including high-priority and critical customer issues, ensuring timely communication and root cause analysis

Conduct regular DSAT reviews, ticket analysis, and coaching sessions to improve service quality and customer experience

Optimize support processes and workflows to improve efficiency, scalability, and resolution speed

Collaborate with cross-functional teams to resolve product-related issues and enhance overall supportability

Participate in hiring, onboarding, and workforce planning in coordination with global teams

Use data and analytics tools to identify trends, implement improvements, and support strategic operational decisions

Technical Skills Required

Java SQL Cloud-based systems

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Benefits & Perks

Competitive compensation package

Fully remote work arrangement from India

Comprehensive healthcare coverage

Job Description

This role offers the opportunity to lead and scale a high-performing technical support team within a global, customer-focused technology environment.You will be responsible for ensuring exceptional customer experience by driving operational excellence, resolving complex technical escalations, and improving support processes.The position combines people leadership with hands-on operational ownership across KPIs, incident management, and service delivery standards.You will work closely with cross-functional teams to enhance product supportability and improve customer outcomes at scale.

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