Manager- Technical Support

About the role

Lead and mentor a team of Customer Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement. Own the end-to-end support operations, ensuring timely resolution of customer tickets while consistently meeting SLA commitments. Monitor ticket queues, prioritise critical issues, and ensure efficient workload distribution across the team.

What you'll do

• Lead and mentor a team of Customer Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement
• Own the end-to-end support operations, ensuring timely resolution of customer tickets while consistently meeting SLA commitments
• Monitor ticket queues, prioritise critical issues, and ensure efficient workload distribution across the team
• Act as the primary escalation point for complex customer issues and drive them to successful resolution with empathy and professionalism
• Collaborate with Product, Engineering, QA, and Operations teams to resolve product issues and improve overall customer experience

What you need

• 3–5 yrs of experience
• CRM
• SOP writing
• Any graduate