Tech Support Manager

About Robro Systems

Robro Systems is a fast-growing innovator in AI-powered automation and machine vision, specializing in web inspection for technical textiles. Our flagship product, the Kiara Web Inspection System, empowers manufacturers with real-time defect detection, driving operational efficiency and quality control. At Robro, we are driven by Vision, Intelligence, and Control.

Role Overview

We are seeking a proactive and experienced Tech Support Manager to lead our technical support operations. The ideal candidate will have hands-on experience with support ticketing systems—preferably Zoho Desk—and strong leadership skills to manage the support lifecycle. This role involves team coordination, ticket prioritization, issue resolution, knowledge base integration, and continuous improvement of support workflows.

Key Responsibilities

• Lead and manage the technical support team to ensure timely resolution of customer issues.
  

• Oversee and optimize the Zoho Desk ticketing system—workflow configuration, SLA management, and reporting.
  

• Track and analyze support metrics to improve team performance and customer satisfaction.
  

• Collaborate with cross-functional teams (Engineering, QA, and Product) to escalate and resolve complex issues.
  

• Maintain and enhance the internal knowledge base, including SOPs, FAQs, and troubleshooting guides.
  

• Train and mentor junior support engineers to improve skills and consistency.
  

• Communicate effectively with clients to manage expectations, provide status updates, and ensure high-quality service delivery.
  

• Provide strategic input on improving product usability and customer experience based on support feedback.
  

Requirements

Must-Have Qualifications:

• B.E. or B.Tech in Engineering, Computer Science, or related technical discipline.
  

• 4–5 years of experience in technical support, with at least 2 years in a managerial or team lead role.
  

• Hands-on experience with Zoho Desk or similar ticketing platforms.
  

• Strong communication, analytical, and problem-solving skills.
  

• Ability to manage multiple priorities and lead a team in a fast-paced environment.
  

Preferred:

• Background in industrial automation, manufacturing systems, or machine vision technologies.
  

• Experience working with cross-functional product and QA teams.
  

• Familiarity with knowledge management practices and tools.