Technical / Software Support Team LeadAbout the Role
We are looking for an experienced Technical/Software Support Team Lead to lead our Technical Support team in delivering exceptional customer service for our software and hardware solutions. The ideal candidate is a hands-on technical leader with strong troubleshooting expertise, proven team management skills, and a passion for improving customer experience and support operations.
In this role, you will oversee daily support activities, mentor a team of Technical Support Engineers, manage customer escalations, collaborate with cross-functional teams, and drive continuous process improvements to ensure operational excellence.
Key ResponsibilitiesTeam Leadership
- Lead, mentor, coach, and develop a high-performing Technical Support team.
- Allocate, prioritize, and monitor support tickets while ensuring SLA compliance.
- Conduct regular one-on-one meetings, team reviews, and technical knowledge-sharing sessions.
- Foster a collaborative, customer-first, and performance-driven work environment.
- Plan team schedules, workload distribution, and resource utilization.
Technical Support & Incident Management
- Act as the primary escalation point for complex software and hardware issues.
- Ensure timely diagnosis, troubleshooting, and resolution of customer incidents.
- Collaborate with Engineering, Product, and QA teams to resolve product defects and improve system reliability.
- Monitor ticket queues, escalations, and customer communications to maintain high service standards.
- Drive root cause analysis and implement preventive actions for recurring issues.
Process Improvement
- Continuously improve support workflows, processes, and operational efficiency.
- Create and maintain knowledge base articles, SOPs, troubleshooting guides, and technical documentation.
- Identify automation opportunities to reduce repetitive tasks and improve productivity.
- Implement and maintain ITIL-based service management best practices where applicable.
Customer Success
- Deliver an outstanding customer experience through proactive communication and issue ownership.
- Manage critical customer escalations professionally and effectively.
- Analyze customer feedback and support trends to recommend product and service improvements.
- Partner with Customer Success, Product, and Account Management teams to enhance customer satisfaction and retention.
Reporting & Performance Management
- Track, analyze, and report key support KPIs, including:
- SLA Compliance
- First Response Time (FRT)
- Average Resolution Time (ART)
- Customer Satisfaction (CSAT)
- Ticket Backlog
- Escalation Trends
- Team Productivity
- Prepare weekly and monthly operational performance reports.
- Use data-driven insights to identify improvement opportunities and implement corrective actions.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline (or equivalent practical experience).
- 5–8 years of experience in Technical Support, Software Support, or IT Support.
- Minimum 2–3 years of experience leading or mentoring a Technical Support team.
- Strong expertise in software and hardware troubleshooting.
- Good knowledge of Windows, Linux, networking fundamentals, databases, and web technologies.
- Experience managing customer escalations and maintaining SLA-driven support environments.
- Excellent analytical, problem-solving, and decision-making abilities.
- Strong verbal and written communication skills.
Preferred Qualifications
- Experience supporting SaaS or Cloud-based applications.
- Hands-on experience with ticketing platforms such as Jira, Zendesk, Freshdesk, or ServiceNow.
- Knowledge of ITIL processes and service management practices.
- Experience with monitoring, logging, and diagnostic tools.
- Exposure to SQL, APIs, cloud platforms, or scripting is an added advantage.
Key Skills
- Technical Support Leadership
- Team Management & Coaching
- Software & Hardware Troubleshooting
- Incident & Problem Management
- Customer Escalation Management
- SLA & KPI Management
- ITIL & Service Management
- Root Cause Analysis (RCA)
- Process Improvement & Automation
- Customer Success
- Cross-functional Collaboration
- Excellent Communication
What We Offer
- Opportunity to lead a growing technical support organization.
- Collaborative and innovative work environment.
- Professional development and career growth opportunities.
- Exposure to modern technologies and enterprise customers.
- Competitive compensation and benefits package.
Job Details
Role: Technical / Software Support Team Lead
Experience: 5–8 Years
Employment Type: Full-time
Department: Customer Support / Technical Support
Location: Sola , Ahmedabad
Work Mode: On-site
Apply Now : [email protected]
Pay: From ₹30,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
