Tech Support Manager

Location: Pune (Hybrid)

Experience: 14–16 years

Function: Technical Support / Customer Support Operations

About the Role We are looking for an experienced Tech Support Manager to lead our Technical Support Engineers and own the support experience for our enterprise and strategic customers.

You will be the escalation point for complex technical issues, lead critical incident response, drive support operations and SLA performance, and partner closely with Engineering, Product, and Customer Success to turn customer pain points into lasting solutions.

Key Responsibilities 1. People Leadership & Team Management Lead, mentor, and develop a team of Technical Support Engineers. Set clear goals, expectations, KPIs, and performance standards. Run regular 1:1s, performance reviews, coaching sessions, and career-development discussions. Build technical and leadership capability 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.

– Tech Support Manager Provide leadership oversight for critical and complex customer issues, joining customer calls for critical escalations and technically complex problems. Partner with Customer Success and Account Management on strategic and enterprise accounts. Ensure issues are communicated clearly, proactively, and professionally.

Build strong relationships with technical stakeholders at strategic customers. Identify recurring customer pain points and drive them toward permanent solutions.

- Technical Escalation Management Act as the escalation point for complex issues that frontline support cannot resolve. Drive investigation of issues involving APIs, SDKs, integrations, web technologies, authentication, data, infrastructure, and third-party systems. Work closely with Engineering and Product to troubleshoot product defects and technical issues. Ensure escalated Jira issues include accurate technical information, reproduction steps, logs, impact, and customer context. Maintain ownership until the issue is resolved and communicated to the customer. Ensure SLA commitments are consistently met.




- Incident & Problem Management Lead or support P0/P1 critical incidents and customer-impacting outages. Coordinate incident response across Support, Engineering, Product, Infrastructure, and Customer Success. Ensure timely internal and external communication during major incidents, and maintain incident timelines, action items, and stakeholder updates. Drive Root Cause Analysis (RCA) and post-incident reviews; track corrective and preventive actions to completion. Identify recurring incidents and initiate Problem Management activities. Continuously improve incident response and escalation processes.
- Support Operations & SLA Management Own support operational metrics, including CSAT, Time to First Response (TTFR), Time to Resolution (TTR), SLA adherence, backlog, escalation volume, resolution efficiency, and customer-impacting incidents.

– Tech Support Manager Monitor team performance, identify operational trends, and build dashboards and reports for leadership. Conduct regular operational reviews and establish improvement plans. Optimize workflows, queues, staffing, and escalation processes. Ensure support processes are documented, followed, and continuously improved.
- Cross-Functional Collaboration Work closely with: Engineering: product defects, technical escalations, incident resolution.

Product Management: customer feedback, feature gaps, product improvements.

Customer Success / Account Management: enterprise customers and strategic escalations. QA: reproductions, validation, and regression testing.

Infrastructure / DevOps: platform incidents, monitoring, performance, and reliability.

Professional Services / Solutions Engineering: complex implementations and integrations. Represent the voice of the customer internally and ensure customer-impacting issues receive appropriate visibility.

- Knowledge Management & Automation Drive creation and maintenance of technical documentation and Knowledge Base content, with clear documentation standards for troubleshooting and known issues. Develop troubleshooting guides, runbooks, escalation templates, and internal playbooks.



Identify repetitive support activities suited to automation, and encourage the use of scripts, APIs, dashboards, and AI to improve efficiency. Promote self-service capabilities to reduce repetitive support volume.
- Capacity Planning & Support Strategy Forecast support demand using customer growth, product adoption, historical ticket volumes, and upcoming releases. Develop staffing and capacity plans aligned with business growth, and participate in hiring and workforce planning.

– Tech Support Manager Establish support coverage models for global customers and critical accounts. Improve support scalability without compromising customer experience. Partner with leadership on long-term support strategy and organizational planning.
- Product & Release Readiness Partner with Product and Engineering during major releases. Ensure Support is prepared for new features and product changes through product training, documentation, troubleshooting guides, known-issues lists, support communication, and defined escalation paths. Provide customer-impact feedback before and after major releases.

Required Qualifications 14–16 years of experience in technical support, with significant experience managing and leading support teams. Proven experience handling enterprise customers and critical escalations. Strong technical grounding in APIs, SDKs, integrations, web technologies, and authentication, with the ability to guide complex troubleshooting. Hands-on experience leading P0/P1 incidents, RCAs, and problem management.

Strong command of support metrics (CSAT, TTFR, TTR, SLA) and building dashboards and reports. Experience with ticketing and issue-tracking tools such as Jira. Excellent written and verbal communication, including with senior technical and business stakeholders. Experience working with global teams and across time zones.

Preferred Qualifications Experience in a SaaS or product-based company. Experience with automation, scripting, and AI-assisted support tooling. Experience in capacity planning, hiring, and workforce planning. Experience supporting product releases and release-readiness programs.

– Tech Support Manager What Success Looks Like Consistent SLA adherence and improving CSAT. Faster resolution of escalations with clean hand-offs to Engineering. Fewer repeat incidents through effective RCA and problem management.

A growing, high-performing team with transparent career paths. Rising self-service adoption and reduced repetitive ticket volume.

📌 Tech Support Manager (Pune)
🏢 Clevanoo
📍 Pune