Description:

We are hiring a Technical Support Manager to own client support tickets for a cybersecurity awareness and phishing simulation platform and resolve them with accurate, lasting solutions.
About the role
You will be the technical backbone of customer support. When a client raises a ticket, you understand the issue, find the root cause and close it with a transparent solution. You will know the product's technical stack and functional areas well enough to resolve most tickets without long back-and-forth, and you will feed recurring issues back to product and engineering.

Key responsibilities
• Own the support queue: triage, prioritise, respond within SLA and close tickets with a verified solution
• Diagnose issues across the application, configuration, data and email delivery layers
• Keep clients updated and explain fixes in plain language
• Escalate defects to engineering with transparent steps, logs and evidence,



and track them to closure
• Build and maintain the knowledge base and troubleshooting guides
• Report ticket volumes, resolution times and top issue themes regularly

What we are looking for
• Bachelor's degree in computer science, IT or a related field
• 3 to 5 years in technical or application support for a software product, owning a support queue
• Robust debugging skills: logs, databases and APIs
• Working knowledge of email delivery (SPF, DKIM, DMARC), DNS and single sign-on
• Excellent written and spoken English for international clients
• Experience with a ticketing or helpdesk tool
• SaaS and cybersecurity experience, and mentoring a small team, are a plus

Immediate joiners preferred.

📌 Technical Support Manager Ahmedabad (India)
🏢 Notionmind®
📍 India