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 robust relationships with technical stakeholders at strategic customers.
• Identify recurring customer pain points and drive them toward permanent solutions.
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 c

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