Job Description – Technical/Software Support Team Lead

Company: Mantra Softech Pvt. Ltd.
Location: Ahmedabad
Position: Technical/Software Support Team Lead
Experience: 5–8+ Years
Employment Type: Full-Time

About the Role

Mantra Softech Pvt. Ltd. is looking for an experienced Technical/Software Support Team Lead to lead and manage a team of Technical Support Engineers responsible for delivering exceptional support for software and hardware solutions. The ideal candidate will combine strong technical expertise with leadership skills to ensure timely issue resolution, high customer satisfaction, and continuous process improvement.

Key ResponsibilitiesTeam Leadership

- Lead, mentor, and develop a team of Technical Support Engineers.
- Assign, prioritize, and monitor support tickets while ensuring SLA compliance.
- Conduct regular team meetings, performance reviews, and technical knowledge-sharing sessions.
- Foster a collaborative, customer-focused, and high-performance work workplace.
- Manage team schedules, workload distribution, and resource planning.

Technical Support Management

- Act as the primary escalation point for complex technical issues.
- Ensure timely diagnosis, troubleshooting, and resolution of software and hardware incidents.
- Collaborate with Product Development and Engineering teams to resolve defects and enhance product quality.
- Monitor ticket queues and ensure prompt customer communication and follow-ups.

Process Improvement

- Identify opportunities to improve support workflows and operational efficiency.
- Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
- Drive automation initiatives to reduce repetitive support activities.
- Implement and refine support processes aligned with ITIL and industry best practices.

Customer Success

- Deliver an exceptional customer experience through proactive communication and issue ownership.
- Handle customer escalations professionally and effectively.
- Analyze customer feedback and identify product improvement opportunities.




- Collaborate with Customer Success and Account Management teams to improve customer retention and satisfaction.

Performance & Reporting

- Monitor and report key performance indicators (KPIs), including:
- SLA Compliance
- First Response Time (FRT)
- Resolution Time
- Customer Satisfaction (CSAT)
- Ticket Backlog
- Escalation Trends
- Prepare weekly and monthly operational 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 field (or equivalent experience).
- 5–8+ years of experience in Technical Support or Software Support.
- 2–3+ years of experience leading or mentoring a technical support team.
- Strong knowledge of software and hardware troubleshooting.
- Good understanding of Windows, Linux, networking fundamentals, and web technologies.
- Excellent analytical, troubleshooting, and problem-solving abilities.
- Strong written and verbal communication skills.

Preferred Skills

- Experience supporting SaaS applications.
- Hands-on experience with ticketing tools such as Jira, Zendesk, Freshdesk, or ServiceNow.
- Knowledge of ITIL processes and IT Service Management (ITSM).
- Experience using monitoring, logging, and diagnostic tools.
- Familiarity with remote support tools and customer support best practices.

Key Competencies

- Leadership and Team Development
- Customer-Centric Approach
- Technical Troubleshooting
- Incident & Problem Management
- Decision Making & Prioritization
- Conflict Resolution
- Time Management
- Process Improvement
- Stakeholder Management
- Effective Communication

Why Join Mantra Softech?

- Opportunity to lead a high-performing technical support team.
- Work with innovative biometric, identity, and software solutions.
- Collaborative and growth-oriented work culture.
- Exposure to enterprise-level customers and cutting-edge technologies.
- Career advancement opportunities within a technology-driven organization.

Pay: From ₹25,000.00 per month

Work Location: In person

📌 Technical/Software Support Team Lead (India)
🏢 Mantra Softech (India
📍 India