Location : Gurugram, Haryana Department : Technical Support Employment Type : Full-Time Experience : 8+ Years

Job Summary

Key Responsibilities

- Lead, mentor, and manage a team of Technical Support Engineers.
- Ensure timely resolution of customer issues while maintaining SLA compliance.
- Handle complex technical escalations and act as the highest point of escalation.
- Develop and implement support strategies to improve customer experience and operational efficiency.
- Monitor team performance using KPIs such as response time, resolution time, CSAT, and SLA adherence.
- Collaborate with Product, Engineering, QA, and DevOps teams to resolve product issues and improve product quality.
- Identify recurring customer issues and drive root cause analysis and permanent solutions.
- Build and maintain knowledge base articles, troubleshooting guides, and standard operating procedures.
- Manage incident response and coordinate communication during critical production issues.
- Conduct regular team training, coaching, and performance reviews.
- Participate in workforce planning, hiring, onboarding, and career development initiatives.
- Prepare weekly and monthly reports on support performance and customer trends.
- Recommend process improvements, automation opportunities, and support tools to enhance team productivity.
- Ensure adherence to security, compliance, and company support standards.

Required Qualifications

- Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
- 8+ years of experience in Technical Support with at least 4 years in a leadership role.
- Experience with ticketing tools such as ServiceNow, Azure DevOps, Zendesk .




- Good understanding of ITIL processes, incident management, change management, and root cause analysis.
- Excellent troubleshooting, communication, stakeholder management and team leadership skills.

Must-Have - Hands-On Experience

- .NET and Rust development/support, and REST APIs .
- AWS - Lambda, API Gateway, CloudFormation, EventBridge, Step Functions, S3, CloudWatch, SNS, CloudTrail, Secrets Manager, AppConfig, IAM.
- Microsoft Azure - Logic Apps, SharePoint, Power Automate, PowerApps, M365 Security Groups.

Strong Knowledge - Conceptual Depth Required

- Salesforce (SOQL, SOSL) as used in client integration and support workflows.
- SharePoint architecture and Power Platform administration (Power Automate, PowerApps).

Working Understanding - Good to Have

- JavaScript / front-end scripting for troubleshooting client-side issues.
- Third-party SaaS/API integrations such as Veeva and Trello, given the range of client platforms in the current support portfolio.

Pay: ₹70,000.00 - ₹80,000.00 per month

Advantages :

- Flexible schedule
- Food provided
- Paid time off
- Provident Fund
- Work from home

Ability to commute/relocate:

- Gurugram, Haryana: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Whats your current CTC?
- Whats your salary expectation
- Are you serving you notice period? If No, Please mention your notice period days.

Experience :

- Technical support: 8 years (required)

License/Certification:

- AWS Certified Cloud Practitioner - Foundational (required)

Location :

- Gurugram, Haryana (required)

Shift availability:

- Day Shift (required)

Work Location: In person

📌 Technical Support Manager (Gurugram)
🏢 Sequent Technologies
📍 Gurugram