Description
We are looking for a highly skilled and motivated Senior Technical Support Lead to join our team. In this critical role, you’ll be the primary point of escalation for complex technical issues, ensuring our customers receive prompt, effective, and high-quality support. You will be responsible for leading a team, driving process improvements, and acting as a key liaison between our support team and engineering teams. This position requires a blend of deep technical knowledge, strong leadership skills, and an analytical mindset.

Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Proven experience in a technical support role, with at least 3 years in a leadership role.
- Solid proficiency in SQL for database querying and analysis.
- Working knowledge of a programming language, such as Python, to read, understand, and debug code.
- Experience with data visualization tools (e.g., Tableau, Power BI).
- Exceptional analytical and problem-solving skills.




- Excellent communication and presentation skills with the ability to explain technical concepts to both technical and non-technical audiences.
- Demonstrated ability to manage and lead a team.
- Experience with stakeholder management and cross-functional collaboration.
- Be willing to work in a 24/7 support environment, including on-call rotations and flexible hours, to address critical issues as they arise.
- Ability to thrive in a fast-paced, high-pressure environment.

Job responsibilities
- Lead and Mentor: Lead and guide a team of technical support engineers, providing training, coaching, and performance feedback to ensure a high level of service delivery.
- Technical Escalation Management: Serve as the primary point of contact for complex, high-priority technical issues. You’ll perform in-depth root cause analysis and collaborate with engineering teams to resolve issues efficiently.
- Problem Solving & Analysis: Utilize

📌 Senior Technical Support Lead – 24/7 Operations – (Gurugram)
🏢 GlobalLogic
📍 Gurugram