Job Description
Technical Support Manager Company: Datachi

Location:
Remote (India) Employment Type: Full-Time Reports To: Chief Executive Officer (CEO) Role Overview We are seeking an experienced and empathetic Technical Support Manager to lead our dynamic technical support team at Datachi. In this role, you will be responsible for overseeing day-to-day support operations, ensuring exceptional service delivery, and driving continuous improvement in our customer experience. Reporting directly to the CEO, you will serve as a critical bridge between our customers, the support team, and our executive and engineering leadership. The ideal candidate is a proactive problem-solver based in India with a strong technical background, a passion for mentorship, and a proven track record of managing high-performing remote support teams in a fast-paced environment. Core Responsibilities Team Leadership & Development
• Manage and Mentor: Lead a remote team of Tier 1 and Tier 2 technical support specialists, providing ongoing coaching, training, and performance evaluations.
• Resource Planning: Manage team schedules, shift coverage, and capacity planning to ensure global support requirements are met effectively across time zones.
• Hiring & Onboarding: Recruit top-tier technical talent in India and refine the onboarding program to reduce ramp-up time for new remote hires.
• Fostering Culture: Cultivate a collaborative, empathetic, and high-performance remote culture focused on customer success and continuous learning. Operational Excellence
• KPI Management: Track, analyze, and report on key support metrics to the CEO, including First Response Time (FRT),



Time to Resolution (TTR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
• Process Optimization: Identify bottlenecks in the support workflow and implement automation, macros, and tooling improvements to scale support operations efficiently.
• Knowledge Management: Oversee the creation and maintenance of both internal knowledge bases (runbooks) and external customer-facing help centers. Incident Management & Escalation
• Point of Escalation: Act as the highest point of contact for complex, high-priority customer issues, ensuring timely resolution and managing customer communications during critical incidents.
• Outage Coordination: Lead the communication strategy during system outages or degradations, liaising with engineering teams and executive leadership to provide real-time updates. Cross-Functional Collaboration
• Product Feedback Loop: Aggregate and synthesize customer feedback, feature requests, and bug reports to advocate for product improvements directly with the Product and Engineering teams.
• Go-To-Market Alignment: Partner with Sales and Customer Success teams to ensure smooth handoffs, manage VIP client relationships, and support enterprise deployments.



Qualifications & Requirements Category Requirements Experience 5+ years in a technical support or IT service role, with a minimum of 2+ years in a direct management or team lead position overseeing remote teams. Industry Knowledge Proven experience supporting B2B SaaS platforms, enterprise software, or IT infrastructure. Technical Acumen Strong understanding of modern tech stacks (e.g., RESTful APIs, SQL, network protocols, cloud environments like AWS/GCP, or operating systems). Tool Mastery Advanced proficiency with up-to-date helpdesk and CRM software (e.g., Zendesk, Jira Service Desk, Salesforce, Intercom). Communication Exceptional written and verbal English communication skills, with the ability to translate complex technical issues into clear, accessible language for non-technical stakeholders and executive leadership. Work Setup Reliable high-speed internet connection and a dedicated, quiet workspace suitable for professional remote work. Preferred Qualifications
• Certifications in IT service management (e.g., ITIL v4, HDI Support Center Manager).
• Experience implementing or managing AI-driven support tools and chatbots.
• Familiarity with Agile/Scrum methodologies.
• Experience collaborating seamlessly with globally distributed teams.

What We Offer
• Compensation: Competitive base salary commensurate with experience + performance-based bonus.
• Health & Wellness: Comprehensive health insurance benefits.
• Flexibility: Generous PTO policy and full remote work flexibility.
• Growth: Annual career development and continuous learning budget.
• Equipment: A top-of-the-line tech setup and work-from-home stipend.

📌 Technical Support Manager (India)
🏢 DataChi
📍 India