Location: Gurugram, Haryana
Department: Technical Support
Employment Type: Full-Time
Experience: 8+ Years

Job Summary

Key Responsibilities
- Lead, mentor, and manage a team of Technical Support Engineers.
- Ensure timely resolution of customer issues while maintaining SLA compliance.
- Handle complex technical escalations and act as the highest point of escalation.
- Develop and implement support strategies to improve customer experience and operational efficiency.
- Monitor team performance using KPIs such as response time, resolution time, CSAT, and SLA adherence.
- Collaborate with Product, Engineering, QA, and DevOps teams to resolve product issues and improve product quality.
- Identify recurring customer issues and drive root cause analysis and permanent solutions.
- Build and maintain knowledge base articles, troubleshooting guides, and standard operating procedures.
- Manage incident response and coordinate communication during critical production issues.
- Conduct regular team training, coaching, and performance reviews.
- Participate in workforce planning, hiring,



onboarding, and career development initiatives.
- Prepare weekly and monthly reports on support performance and customer trends.
- Recommend process improvements, automation opportunities, and support tools to enhance team productivity.
- Ensure adherence to security, compliance, and company support standards.

Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
- 8+ years of experience in Technical Support with at least 4 years in a leadership role.
- Experience with ticketing tools such as ServiceNow, Azure DevOps, Zendesk.
- Valuable understanding of ITIL processes, incident management, change management, and root cause analysis.
- Excellent troubleshooting, communication, stakeholder management and team leadership skills.

Must-Have - Hands-On Experience
- .NET and Rust development/support, and REST APIs.
- AWS - Lambda, API G

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