RESPONSIBILITIES
Manage and mentor a shift of Technical Support Engineers, fostering a high-performance setting
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.
Stay at the forefront of UEM trends and provide advanced training sessions for both high-value clients and internal technical stakeholders.

REQUIREMENTS
10+ years of total technical support experience,



with at least 4–5 years in a formal leadership or supervisory role, preferably within a SaaS setting.
Mandatory, deep-seated expertise in Unified Endpoint Management (UEM) and its ecosystem.
Advanced Technical Exposure: Direct experience with IDP (Identity Provider) or XDR (Extended Detection and Response) platforms is highly preferred.
Exceptional people skills with the ability to navigate high-pressure situations and communicate complex technical concepts to non-technical stakeholders.
An initiative-taking problem-solver with a proven ability to manage complex workflows and team dynamics in a rapid-paced, high-growth global setting.
Bachelor’s degree in computer science, Information Technology, or a relevant technical field.

📌 Endpoint Lead It Operations Tamil Nadu
🏢 Mitsogo
📍 Tamil Nadu