Technical Support Lead - Endpoint

About the role

In this role, you will not just oversee ticket resolution; you will lead the evolution of our support culture by implementing the Technology Acceptance Model (TAM) to ensure long-term product adoption and client success. As a linchpin of our 24/7 global operations, you will manage critical handovers and ensure our response times remain industry leading.

What you'll do

• Manage and mentor a shift of Technical Support Engineers, fostering a high-performance environment focused on technical growth and empathy
• Oversee the Shift Handover process to the incoming Lead, ensuring zero data loss and continuity of service for all high-priority issues
• Guarantee that all incoming tickets are triaged and dispatched within defined response times to meet and exceed global SLAs
• Conduct deep-dive analysis of incident patterns to identify root causes and provide strategic suggestions for incident management improvements
• Partner with Engineering and Product teams to function as the "Voice of the Customer," ensuring technical feedback directly influences the product roadmap

What you need

• 10–18 yrs of experience
• Roadmapping
• B.Tech or B.E. or B.Sc or BCA