Job Title: Technical/Software Support Team Lead
Location: Ahmedabad
Qualification: Bachelor's degree in Computer Science
Experience: 5+ Years
About us :-
Mantra Softech is a technology-led provider of biometric, identity, and IoT solutions, combining deep in-house R&D and product engineering capabilities to deliver secure, scalable, and market-ready systems. Leveraging industry-grade biometric platforms including fingerprint, iris, and multimodal devices, along with edge-capable AI/ML models, Mantra embeds intelligence across access control, financial terminals, surveillance, and identity-verification workflows.
In response to growing market demand, Mantra is expanding its portfolio into IoT and smart home/office automation by integrating secure biometric authentication with connected locks, sensors, and smart terminals to create seamless and privacy-centric access and automation experiences for homes and enterprises. This strategic direction complements Mantra’s embedded device expertise and positions the company to deliver converged biometric and IoT solutions for consumer, commercial, and government use cases.
Mantra’s product strategy is backed by a strong R&D ecosystem and an emerging AI/ML Centre of Excellence focused on innovations in liveness detection, computer vision analytics, and embedded AI for real-time edge decision-making. Recent institutional investments have further strengthened the company’s capabilities to scale R&D, accelerate productization, and expand global go-to-market operations.
With a growing global footprint and strong presence across Government, BFSI, Telecom, and Enterprise sectors, Mantra delivers integrated solutions that combine hardware, firmware, cloud services, and analytics — enabling secure, compliant, and future-ready identity and automation platforms.
Please visit our website, https://www.mantratec.com/
Job Summary
The Technical/Software Support Team Lead is responsible for leading a team of technical support professionals to deliver high-quality customer support for software and Hardware products and services. This role combines people leadership, technical expertise, process improvement, and customer relationship management to ensure timely issue resolution, high customer satisfaction, and continuous operational excellence.
Key Responsibilities
Team Leadership
- Lead, mentor, and develop a team of Technical Support Engineers.
- Assign, prioritize, and monitor support tickets to ensure adherence to Service Level Agreements (SLAs).
- Conduct regular meetings, performance reviews, and technical sessions.
- Foster a collaborative, customer-focused, and high-performance team culture.
- Manage team schedules, workload distribution, and resource planning.
Technical Support Management
- Serve as the escalation point for complex technical issues.
- Ensure prompt diagnosis, troubleshooting, and resolution of software-related incidents.
- Coordinate with Engineering teams for defect resolution and product improvements.
- Monitor ticket queues and ensure timely follow-up with customers.
Process Improvement
- Identify opportunities to improve support workflows and operational efficiency.
- Develop and maintain support documentation, knowledge base articles, and troubleshooting guides.
- Drive automation initiatives to reduce repetitive support activities.
- Establish and refine support processes aligned with ITIL or industry best practices.
Customer Success
- Ensure exceptional customer experience through effective communication and issue ownership.
- Handle customer escalations professionally and proactively.
- Analyse customer feedback to identify trends and recommend product improvements.
- Work closely with Customer Success and Account Management teams to improve customer retention.
Performance & Reporting
- Track and report key support metrics including:
- SLA compliance
- First Response Time (FRT)
- Resolution Time
- Customer Satisfaction (CSAT)
- Ticket backlog
- Escalation trends
- Prepare weekly and monthly operational reports.
- Use data to identify improvement opportunities and implement corrective actions.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
- 5 - 8+ years of experience in Software or Technical Support.
- 2 - 3+ years of experience leading or mentoring a technical support team.
- Strong understanding of Hardware and software troubleshooting.
- Familiarity with Windows, Linux, web technologies.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
Preferred Skills
- Experience supporting SaaS applications.
- Experience with ticketing systems such as Jira, Zendesk, Freshdesk, or ServiceNow.
- Knowledge of ITIL processes and service management.
- Experience with monitoring and logging tools.
Key Competencies
- Leadership and team development
- Customer-centric mindset
- Technical troubleshooting
- Incident and problem management
- Decision-making and prioritization
- Conflict resolution
- Time management
- Process improvement
- Stakeholder management
- Effective communication
Pay: Up to ₹50,000.00 per month
Work Location: In person
