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 setting.
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 prospects 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