About Position:

We are seeking an experienced Associate Manager / Technical Lead to lead and manage a high-performing Technical Support team. The ideal candidate will possess strong leadership capabilities, deep expertise in customer support operations, SaaS environments, and escalation management. This role is responsible for driving customer satisfaction, operational excellence, team development, and service delivery effectiveness while handling critical incidents and support operations.

Role: Associate Manager / Technical Lead
Location: Pune
Experience: 9+Years
Job Type: Full-Time Employment

What You'll Do:

Lead and manage the technical support team to deliver exceptional customer experiences.
Hire, onboard, coach, mentor, and develop support engineers and team members.
Define team goals, performance metrics, and operational objectives.
Collaborate with cross-functional teams to improve service delivery and support processes.
Manage customer escalations and drive timely issue resolution.
Act as a key point of contact for critical incidents and high-priority issues.




Monitor case queues and ensure effective workload distribution.
Ensure adequate phone, ticketing, and support coverage across shifts.
Track and manage support KPIs, SLAs, and operational metrics.
Develop and maintain reporting dashboards, support metrics, and tracking mechanisms.
Participate in weekend support rotations and assist during global outages.
Engage in on-call support activities and incident response processes.
Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
Maintain process documentation, operational procedures, and knowledge-sharing practices.

Expertise You'll Bring:

9 to 15 years of experience in Technical Support, Customer Support, or Service Operations.
Minimum 4 years of experience leading customer support or technical support teams.
Solid leadership and people management capabilities.
Proven experience hiring, mentoring, and

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