1. 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.

2. 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 robust 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 ar

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