Sr. Manager - Technical Support & Enablement

Location:India Onsite - Pune / Bangalore

About Us:Our company is a global leader in event technology, helping organisers deliver fast, secure, and seamless on-site experiences. Our cutting-edge team thrives on collaboration, innovation, and exceeding customer expectations, powering some of the largest and most prestigious events across Europe, North America, APAC, and the Middle East. We combine cutting-edge technology with hands-on operational excellence, deploying hardware and support teams worldwide to ensure every event runs flawlessly. As we continue to scale, we're investing in our support function to make our technology smarter, more reliable, and increasingly self-serve

Role Overview:As Sr, Manager of Support & Technical Enablement, you will lead and develop our technical support function, ensuring our internal client, project managers and onsite teams receive fast, expert, and reliable support across all events and regions. You will own the support strategy, manage and mentor a team of Technical Support Executives,



and act as the senior bridge between our technical offerings, our hardware, and client needs. A core focus of this role is to drive our self-serve kiosk model, reducing the need for human intervention onsite through better tooling, documentation, training, and product feedback.

Key Responsibilities:
- Lead, mentor, and develop the technical support team, setting standards for service quality, response times, and resolution.
- Own and continuously improve support processes, escalation paths, and SLAs across regions.
- Drive the self-serve kiosk model, reducing onsite human interaction by strengthening diagnostics, documentation, training, and proactive issue prevention.
- Act as the senior point of escalation for complex technical and hardware issues, coordinating with the technical and operations teams to track resolution timelines.
- Diagnose and troubleshoot hardware and software issues, guiding te

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