Manager, Technical Support
New
IndiaFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 10+ years of relevant experience, including at least 4+ years in people management roles.
- Required Skills
- SQLCloud ComputingJavaPeople ManagementTableauRESTful APIsTechnical supportData analyticsZendesk
Requirements
- 10+ years of relevant experience, including at least 4+ years in people management roles.
- Strong technical understanding of APIs, RESTful services, Java, SQL, and cloud-based systems.
- Experience troubleshooting technical issues in distributed or cloud environments.
- Proven ability to lead, coach, and develop high-performing technical teams.
- Strong customer-centric mindset with the ability to drive service excellence and operational improvements.
- Experience working in globally distributed teams across multiple time zones.
- Strong analytical thinking with the ability to use data for decision-making and process optimization.
- Excellent written and verbal communication skills in English.
- Ability to drive continuous improvement, scalability, and operational efficiency initiatives.
- Experience with support tools and analytics platforms (e.g., Tableau, Looker, Zendesk) is an advantage.
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.
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