Location: Gurugram
Experience: 7+ Year
Education: B.Tech/M.Tech, MCA/BCA
Shift: Rotational
Job Summary
Quicket Solutions, Inc., is looking for an experienced Lead – Technical Support to guide our technical support team in delivering exceptional, timely support for our SaaS-based products. This role owns the team's day-to-day performance; drives resolution of complex customer escalations, mentors helpdesk engineers, and partners closely with Product and Engineering to improve product quality and the overall customer experience.
Key Responsibilities
Team Leadership & People Management
- Lead, mentor, and develop a team of helpdesk engineers, fostering a collaborative, customer-centric, and high-performing team culture.
- Conduct daily stand-ups, one-on-one meetings, coaching sessions, and performance reviews.
- Manage shift planning, workload distribution, and resource allocation to ensure consistent coverage.
- Identify training needs and build individual development plans for team members.
Technical Troubleshooting & Escalation Management
- Provide advanced, hands-on troubleshooting support for SaaS applications, and handle complex technical escalations from support agents.
- Investigate customer-reported issues, identify root causes, and validate issues before escalating to Product or Engineering.
- Work closely with customers to reproduce and resolve reported issues, ensuring timely resolution within SLA commitments.
- Analyze application behaviour using logs, system reports, and available diagnostic tools.
- Ensure accurate, thorough documentation of incidents, troubleshooting steps, and resolutions.
- Monitor and manage support queues using Zendesk, Jira, or other ticketing platforms.
Cross-Functional Collaboration & Continuous Improvement
- Own customer escalations end-to-end, from initiation through closure, in collaboration with product management, engineering, QA, and customer success.
- Perform Root Cause Analysis (RCA) for recurring issues and distinguish product defects from configuration or usage issues.
- Track recurring problems, recommend long-term solutions, and drive process improvements that reduce ticket volume and resolution time.
- Maintain clear escalation documentation and proactive communication with stakeholders and customers.
Required Qualifications & Skills
Experience & Education
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in technical support or a related customer-facing technical role, including 1–2 years in a team lead or supervisory capacity.
- Proven experience handling enterprise customer accounts and complex escalations.
- Exposure to customer onboarding and implementation support.
Technical Skills
- Strong troubleshooting and diagnostic skills across SaaS applications, including working knowledge of logs, APIs, and system reports.
- Knowledge of Agile and Scrum methodologies.
- Familiarity with release management and the product development lifecycle.
- Hands-on experience with ticketing and collaboration platforms such as Zendesk and Jira.
- Experience working cross-functionally with engineering and product teams.
Soft Skills
- Strong leadership, coaching, and people-management skills.
- Excellent written and verbal communication, with the ability to explain technical concepts to non-technical stakeholders.
- Sound judgement and composure when managing high-pressure customer escalations.
- Strong analytical and problem-solving mindset with attention to detail.
Pay: ₹900,000.00 - ₹1,500,000.00 per year
Work Location: In person
