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 robust 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 res

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