1.

People

Leadership & Team Management - Lead, mentor, and develop a team of Technical Support Engineers.

- Establish transparent 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.
- Customer & Enterprise Support - 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. 3.

Technical Escalation

Management - 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.
- Incident & Problem Management - 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. 5.

Support

Operations & SLA Management - 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.
- Cross-Functional Collaboration 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. 7.

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. 8.

Capacity

Planning & Support Strategy - 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.
- Product & Release Readiness - Partner with Product and Engineering teams during major product releases.
- Ensure Support is adequately prepared for new 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