Lead - Technical Support

Job Summary:

Roles and Responsibilities

Team Management:

• Lead and manage a team of technical support engineers, providing guidance, mentorship, and performance evaluations.
  
• Assess team skills and performance, identify gaps, and provide required training.
  
• Establish and enforce best practices across the technical support process.
  
• Develop and implement strategies to improve team efficiency and customer satisfaction.
  
• Ensure compliance with SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
  
• Recruit, train, and retain top technical support talent.
  
• Encourage continuous learning and professional development within the team.
  

Customer Management:

• Plan, develop, implement, and improve support processes to meet business needs and SLAs.
  
• Facilitate seamless onboarding of customers and vendors/suppliers by guiding the team and mitigating technical challenges.
  
• Handle and manage customer escalations, providing feedback and action plans to internal teams and stakeholders.
  
• Establish and maintain best practices for troubleshooting, documentation, and customer communication.
  

Traffic / Platform Management:

• Manage Quality of Service (QoS) and oversee technical and commercial aspects of ILD (International Long Distance) and international traffic for clients.
  
• Maintain supplier connections and troubleshoot issues to ensure high availability and performance.
  
• Identify and implement improvements in coordination with internal teams to enhance quality and revenue.
  

Process and Technology Optimization:

• Monitor and analyze support metrics to identify areas for improvement.
  
• Drive continuous improvement initiatives, including automation and knowledge base enhancements.
  
• Stay updated on industry trends, emerging technologies, and best practices in technical support.
  
• Collaborate closely with Engineering, Product Management, and DevOps teams to resolve complex technical issues efficiently.
  

Required Qualifications, Skills, and Experience

Educational & Professional Qualifications:

• BE / B.Tech in Computer Science, Information Technology, or a related field.
  
• Minimum 5 years of experience in technical support or IT operations, with at least 2 years in a managerial role.
  

Technical Skills:

• Hands-on experience with advanced Linux commands and SQL queries.
  
• Strong background in networking, software troubleshooting, and system administration.
  
• Experience working with ticketing systems, CRM tools, and support automation solutions.
  
• Knowledge of scripting languages and automation tools is an added advantage.
  

Soft Skills & Leadership Abilities:

• Strong analytical and problem-solving skills with a customer-centric mindset.
  
• Excellent communication, leadership, and interpersonal skills.
  
• Ability to handle high-pressure situations and manage multiple priorities effectively.
  
• Highly organized, task-oriented, and capable of prioritization and multitasking.
  
• Proven people management and supervisory skills.
  

Why Join Us?

• Opportunity to lead and build a high-performing technical support team.
  
• Work in a dynamic, fast-paced environment with modern technologies.
  
• Play a key role in improving customer experience and optimizing support processes.