Technical / Software Support Team LeadAbout the Role

In this role, you will oversee daily support activities, mentor a team of Technical Support Engineers, manage customer escalations, collaborate with cross-functional teams, and drive continuous process improvements to ensure operational excellence.

Key ResponsibilitiesTeam Leadership
- Lead, mentor, coach, and develop a high-performing Technical Support team.
- Allocate, prioritize, and monitor support tickets while ensuring SLA compliance.
- Conduct regular one-on-one meetings, team reviews, and technical knowledge-sharing sessions.
- Foster a team-oriented, customer-first, and performance-driven work environment.
- Plan team schedules, workload distribution, and resource utilization.

Technical Support & Incident Management
- Act as the primary escalation point for complex software and hardware issues.
- Ensure timely diagnosis, troubleshooting, and resolution of customer incidents.
- Collaborate with Engineering, Product, and QA teams to resolve product defects and improve system reliability.
- Monitor ticket queues,



escalations, and customer communications to maintain high service standards.
- Drive root cause analysis and implement preventive actions for recurring issues.

Process Improvement
- Continuously improve support workflows, processes, and operational efficiency.
- Create and maintain knowledge base articles, SOPs, troubleshooting guides, and technical documentation.
- Identify automation opportunities to reduce repetitive tasks and improve productivity.
- Implement and maintain ITIL-based service management best practices where applicable.

Customer Success
- Deliver an outstanding customer experience through proactive communication and issue ownership.
- Manage critical customer escalations professionally and effectively.
- Analyze customer feedback and support trends to recommend product and service improvements.
- Partner with Customer Success, Product, and Account Management teams to enhance c

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