Technical Support Team Leader / Technical Escalations Team Leader

Lead Global Support Teams | Email Technologies | Hyderabad, India

About Atmail

At Atmail, we're passionate about delivering exceptional customer experiences through innovation, engineering excellence, and a customer-first mindset. As our Customer Success function continues to grow, we're seeking experienced Technical Support Leaders to join our global support organisation and lead high-performing teams responsible for resolving complex customer issues and driving continuous improvement across our support operations.

About the Opportunity

We are hiring for multiple Team Leader positions within our Customer Success organisation, supporting both our Technical Resolutions (Level 2) and Technical Escalations (Level 3) teams.

These are hands-on leadership roles where you'll combine technical expertise, people leadership, customer advocacy, and operational excellence. You'll be responsible for mentoring technical support engineers, managing escalations, driving service performance, and ensuring exceptional customer outcom es.Whether your background is in technical support leadership, service operations, infrastructure support, email technologies, or customer success, we'd love to hear from you.

Key Responsibilities

- Lead and develop a team of technical support professionals
- Manage complex customer issues and escalations
- Provide hands-on troubleshooting and technical guidance
- Drive SLA,



KPI and customer satisfaction performance
- Coach, mentor and develop team capability
- Collaborate with Engineering, Product, Customer Success and Operations teams
- Improve support processes, documentation and knowledge management
- Analyse support trends and identify opportunities for continuous improvement
- Ensure secure handling of customer data and compliance with company standards
- Contribute to operational excellence through workflow optimisation and automation initiatives where applicable

What We're Looking For

Essentials

- Experience leading technical support, service desk, operations, or customer support teams
- Strong technical troubleshooting and problem-solving skills
- Excellent communication and stakeholder management skills
- Experience working within SLA-driven support environment
- Ability to lead distributed teams in a remote-first environment
- Robust organisational skills and attention to detail
- Customer-focused mindset with a passion for service excellence

Highly Regarded

- Email technologies (SMTP, IMAP, POP3)
- Incident and escalation management
- ITIL framework
- Networking fundamentals (DNS, HTTP, TLS/SSL)
- Zendesk, Salesforce, Amazon Connect or similar platforms
- Linux administration
- AWS
- Cloud, Python or Bash scripting
- Process improvement and automation
- Experience supporting global customers and teams

📌 Technical Support Team Lead (Hyderabad)
🏢 Atmail
📍 Hyderabad