Location: Gurugram, Haryana
Department: Technical Support
Employment Type: Full-Time
Experience: 8+ Years
Job Summary
We are seeking an experienced Technical Support Manager to lead our technical support team and ensure exceptional customer service. The ideal candidate will have strong technical expertise, leadership skills, and experience managing complex customer issues while driving continuous improvements in support processes. This role requires close collaboration with Engineering, Product, DevOps, and Customer Success teams to deliver high-quality technical support and enhance customer satisfaction.
Key Responsibilities
- Lead, mentor, and manage a team of Technical Support Engineers.
- Ensure timely resolution of customer issues while maintaining SLA compliance.
- Handle complex technical escalations and act as the highest point of escalation.
- Develop and implement support strategies to improve customer experience and operational efficiency.
- Monitor team performance using KPIs such as response time, resolution time, CSAT, and SLA adherence.
- Collaborate with Product, Engineering, QA, and DevOps teams to resolve product issues and improve product quality.
- Identify recurring customer issues and drive root cause analysis and permanent solutions.
- Build and maintain knowledge base articles, troubleshooting guides, and standard operating procedures.
- Manage incident response and coordinate communication during critical production issues.
- Conduct regular team training, coaching, and performance reviews.
- Participate in workforce planning, hiring, onboarding, and career development initiatives.
- Prepare weekly and monthly reports on support performance and customer trends.
- Recommend process improvements, automation opportunities, and support tools to enhance team productivity.
- Ensure adherence to security, compliance, and company support standards.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
- 8+ years of experience in Technical Support with at least 4 years in a leadership role.
- Experience with ticketing tools such as ServiceNow, Azure DevOps, Zendesk.
- Good understanding of ITIL processes, incident management, change management, and root cause analysis.
- Excellent troubleshooting, communication, stakeholder management and team leadership skills.
Must-Have – Hands-On Experience
- .NET and Rust development/support, and REST APIs.
- AWS – Lambda, API Gateway, CloudFormation, EventBridge, Step Functions, S3, CloudWatch, SNS, CloudTrail, Secrets Manager, AppConfig, IAM.
- Microsoft Azure – Logic Apps, SharePoint, Power Automate, PowerApps, M365 Security Groups.
Strong Knowledge – Conceptual Depth Required
- Windows/Linux environments, networking, databases, and enterprise application architecture.
- Salesforce (SOQL, SOSL) as used in client integration and support workflows.
- SharePoint architecture and Power Platform administration (Power Automate, PowerApps).
Working Understanding – Good to Have
- JavaScript / front-end scripting for troubleshooting client-side issues.
- Third-party SaaS/API integrations such as Veeva and Trello, given the range of client platforms in the current support portfolio.
Pay: ₹70,000.00 - ₹80,000.00 per month
Benefits:
- Flexible schedule
- Food provided
- Paid time off
- Provident Fund
- Work from home
Ability to commute/relocate:
- Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Whats your current CTC?
- Whats your salary expectation
- Are you serving you notice period? If No, Please mention your notice period days.
Experience:
- Technical support: 8 years (Required)
License/Certification:
- AWS Certified Cloud Practitioner – Foundational (Required)
Location:
- Gurugram, Haryana (Required)
Shift availability:
Work Location: In person
