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