Technical Support Manager

As a Technical Support Manager at CometChat, your mission is to fuel customer growth through meaningful user-to-user engagement. CometChat is an all-in-one communication platform that enables businesses to integrate customized in-app messaging functionalities across text, voice, and video easily. With over 50K customers globally, ranging from dating apps to telehealth apps, CometChat is in an exciting rapid-scale phase. Your primary responsibilities in this role will include: - Overseeing the flow of inbound technical tickets from customers and assigning tasks to appropriate engineers for efficient handling and resolution. - Managing a team of engineers responsible for customer-facing technical support, including conducting performance reviews and overseeing their development. - Monitoring deadlines, deliverables, and resource allocation for technical support tasks, collaborating across departments and stakeholders for efficient handling of technical escalations. - Managing and optimizing the technical support process, ensuring continuous improvement of support workflows, documentation, and issue tracking. - Acting as a bridge between customer-facing resources and technical teams to ensure seamless resolution of technical issues and feedback loops. - Assisting in diagnosing customer implementation issues, maintaining a strong knowledge of CometChat's codebase, and guiding customers through integration challenges. Qualifications required for this role: - Strong leadership and project management skills. - Ability to manage multiple priorities with a customer-focused approach. - Previous experience managing a technical support or similar team. - Proficiency in troubleshooting, debugging code, and providing technical assistance. - Excellent communication skills (both verbal and written). - Proficient in using and administering ticketing systems like Zendesk or Linear. CometChat is committed to fostering a culture of innovation and collaboration, respecting and nurturing individual talent and potential. Values like going above and beyond for customers, being relentless in innovation, practicing empathy, and having fun guide the execution culture at CometChat. Join CometChat if you are looking to be part of a high-growth team and contribute to meaningful user-to-user engagement.,