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 prospects, 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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