Manager - Technical Support

Role Overview: At gathr.ai, we are seeking a Manager for L0/L1/L2 Technical Customer Support with 12-15 years of experience and an educational background in B.E.(IT/CS) or MCA. In this role, you will be responsible for overseeing a team of technical support engineers who provide assistance to customers via phone, chat, or email. Your expertise in various technical domains such as Software Applications, OS, Hardware, Networking Infrastructure, Cloud Infrastructure, and Storage will be crucial in ensuring customer satisfaction within committed SLAs. Key Responsibilities: - Build and manage a team to provide round-the-clock L0/L1/L2 support to customers globally - Ensure adherence to customer SLAs as per contractual agreements - Develop proficiency in new product features and provide solutions to customer-reported problems within agreed timeframes - Collaborate with Product Development teams for level 3 support escalations and proactive identification of product issues - Assist in user documentation reviews, product requirements analysis, and knowledge-sharing initiatives - Manage license agreements and engage with high-value customers to address issues and strengthen support partnerships Qualification Required: - Experience in Linux/Windows Administrations, Cloud technologies (AWS/Azure/GCP/OCI/Databricks/Snowflake), and LAN technologies - Hands-on experience in deploying and maintaining product staging Infrastructure - Proficiency in Python, performance monitoring tools, and ticketing systems - Strong communication, presentation, and organizational skills - Ability to work independently, engage with end-users, and build and lead teams - Willingness to travel occasionally (Note: Additional details about the company were not included in the provided job description.),