Lead Technical Support Engineer

You will be responsible for overseeing the technical support operations at our organization. As the Lead - Technical Support, you will manage the internal IT Support team, ensuring efficient resolution of technical issues, enhancing customer experience, and improving support processes. Your role will require strong leadership, problem-solving abilities, and excellent communication skills to drive process improvements and maintain high service levels. Your responsibilities will include leading and managing a team of 5-6 technical support engineers, providing guidance, mentorship, and performance evaluations. You will assess team skills and performance, identify areas for improvement, establish best practices, and develop strategies to enhance team efficiency and customer satisfaction. Ensuring compliance with SLAs and KPIs for service delivery, recruiting, training, and retaining top technical support talent, and encouraging continuous learning and development within the team will also be part of your role. In terms of customer management, you will plan, develop, implement, and improve processes to meet business needs and SLAs. You will facilitate seamless onboarding of customers and vendors/suppliers, handle customer escalations, establish best practices for troubleshooting, documentation, and customer interactions, and manage Quality of Service and oversee technical and commercial aspects of ILD and international traffic for all clients. Additionally, you will be responsible for monitoring and analyzing support metrics, driving continuous improvement initiatives, staying up to date with industry trends and best practices, and working closely with cross-functional teams to resolve complex technical issues efficiently. To be successful in this role, you should have a BE/B.Tech in Computer Science, Information Technology, or a related field, with a minimum of 5-6 years of experience in technical support or IT operations, including at least 2 years in a managerial role. Hands-on experience with Advanced Linux commands and SQL queries, strong background in networking, software troubleshooting, and system administration, as well as experience with ticketing systems, CRM tools, and support automation solutions are necessary. Knowledge of scripting languages and automation tools would be a plus. Strong analytical and problem-solving skills, excellent communication, leadership, and interpersonal skills, the ability to handle high-pressure situations, and effective multitasking and prioritization abilities are also essential. Join us for the opportunity to lead and shape a high-performing technical support team, work with cutting-edge technologies in a dynamic environment, and be a key player in enhancing customer experience and optimizing support processes. If you are passionate about technology, leadership, and customer service, we look forward to hearing from you!,