2. Customer &

- Enterprise Support3.

Technical Escalation

Management4. Incident &

- Problem Management5.

Support

Operations &
- SLA Management6. Cross-Functional Collaboration

- People Leadership &
- Team Management
- Lead, mentor, and develop a team of Technical Support Engineers
- Establish clear goals, expectations, KPIs, and performance standards
- Conduct regular 1:1s, performance reviews, coaching sessions, and career-development discussions
- Build technical and leadership capabilities within the team through structured training and mentoring
- Identify skill gaps and create training and cross-training plans
- Manage shift coverage and ensure adequate support capacity across global time zones
- Foster a culture of ownership, accountability, collaboration, and continuous improvement
- Identify high-potential team members and create opportunities for career progression
- Own the overall technical support experience for assigned customers and customer segments
- Provide leadership oversight for critical and complex customer issues
- Partner with Customer Success and Account Management teams on strategic and enterprise accounts
- Participate in customer calls for critical escalations and technically complex issues
- Ensure customer issues are communicated clearly, proactively, and professionally
- Build strong relationships with technical stakeholders at strategic customers
- Identify recurring customer pain points and drive them toward permanent solutions
- Act as an escalation point for complex technical issues that cannot be resolved by frontline support
- Drive investigation of issues involving APIs, SDKs, integrations, web technologies, authentication, data, infrastructure, and third-party systems
- Work closely with Engineering and Product teams to troubleshoot product defects and technical issues
- Ensure escalated Jira issues contain accurate technical information, reproduction steps, logs, impact,



and customer context
- Maintain ownership until the issue is resolved and appropriately communicated to the customer
- Ensure SLA commitments are consistently met
- Lead or support P0/P1 critical incidents and customer-impacting outages
- Coordinate incident response across Support, Engineering, Product, Infrastructure, and Customer Success
- Ensure timely internal and external communication during major incidents
- Maintain incident timelines, action items, and stakeholder communication
- Drive Root Cause Analysis (RCA) and post-incident reviews
- Track corrective and preventive actions to completion
- Identify recurring incidents and initiate Problem Management activities
- Continuously improve incident response and escalation processes
- Own support operational metrics including:
- CSAT
- Time to First Response (TTFR)
- Time to Resolution (TTR)
- SLA adherence
- Backlog
- Escalation volume
- Resolution efficiency
- Customer-impacting incidents
- Monitor team performance and identify operational trends
- Build dashboards and reports for leadership
- Conduct regular operational reviews and establish improvement plans
- Optimize workflows, queues, staffing, and escalation processes
- Ensure support processes are documented, followed, and continuously improved

Work closely with
- Engineering — product defects, technical escalations, incident resolution
- Product Management — customer feedback, feature gaps, product improvements
- Customer Success / Account Management — enterprise customers and strategic escalations




- QA — reproductions, validation, and regression testing
- Infrastructure / DevOps — platform incidents, monitoring, performance, and reliability
- Professional Services / Solutions Engineering — complex implementations and integrations

Represent the voice of the customer internally and ensure customer-impacting issues receive appropriate visibility.8.

Capacity

Planning &

- Support Strategy

9. Product &
- Release Readiness

- Knowledge Management &
- Automation
- Drive creation and maintenance of technical documentation and Knowledge Base content
- Establish documentation standards for troubleshooting and known issues
- Identify repetitive support activities suitable for automation
- Encourage the use of scripts, APIs, dashboards, AI, and automation to improve support efficiency
- Develop troubleshooting guides, runbooks, escalation templates, and internal playbooks
- Promote self-service capabilities to reduce repetitive support volume
- Forecast support demand based on customer growth, product adoption, historical ticket volumes, and upcoming releases
- Develop staffing and capacity plans aligned with business growth
- Identify opportunities to improve support scalability without compromising customer experience
- Participate in hiring and workforce planning
- Establish support coverage models for global customers and critical accounts
- Partner with leadership on long-term support strategy and organizational planning
- Partner with Product and Engineering teams during major product releases
- Ensure Support is adequately prepared for recent features and product changes
- Drive release-readiness activities including:
- Product training
- Documentation
- Troubleshooting guides
- Known issues
- Support communication
- Escalation paths
- Provide customer-impact feedback before and after major releases

📌 Tech Support Manager (Pune)
🏢 Keywords Studios
📍 Pune