Technical Support Manager

Job Description

Role & responsibilities 1. Ticket Triage & Prioritization Oversee the flow of inbound technical tickets from customers through systems like Zendesk, Linear, or equivalent. Assign tasks to appropriate implementation/support/solutions engineers, ensuring efficient handling and resolution of technical queries. 2. Team Management Manage a team of engineers responsible for customer-facing technical support. Conduct performance reviews, provide coaching, and oversee the development of the team. Lead the hiring, onboarding, and continuous training of new Implementation engineers. Schedule and oversee the staffing of support engineers on customer calls, ensuring availability for critical issue resolution. 3. Project & Resource Management Monitor deadlines, deliverables, and resource allocation for technical support tasks. Collaborate across departments and stakeholders to communicate timelines and handle technical escalations efficiently. Work closely with the implementation team to support customers through code-level debugging and integrations. 4. Process Ownership & Improvement Manage and optimize the technical support process (technical tickets, implementation, and solutioning), ensuring continuous improvement of support workflows, documentation, and issue tracking via tools like Zendesk, Linear, and internal systems. Lead the creation and maintenance of an efficient technical support knowledge base, including product documentation and training materials. 5. Customer Communication & Collaboration Act as a bridge between customer facing resources and technical teams (product, development, QA) to ensure seamless resolution of technical issues and feedback loops. Provide regular updates to all stakeholders including leadership, and the Customer Experience team on ticket statuses, timelines, and ongoing technical projects. Join customer calls as needed for diagnosing code-based errors and supporting customers during integrations and solutioning. Work hand in hand with the Customer Experience Team to ensure positive customer outcomes and seamless communication throughout lifecycle 6. Technical Expertise & Troubleshooting (Good to have) Assist in diagnosing customer implementation issues, determining whether the problem lies within the customer's codebase or CometChat's platform. Work with product teams to replicate and diagnose product bugs. Maintain a strong knowledge of CometChat's codebase and documentation to guide customers through integration and solutioning challenges. Preferred candidate profile Strong leadership and project management skills. Ability to manage multiple priorities, balancing technical expertise with a calm, customer-focused approach. Previous experience managing a technical support or similar team. Proficiency in troubleshooting, debugging code, and providing technical assistance at a high level. Excellent communication skills (both verbal and written).Proficient in using and administering ticketing systems (Zendesk, Linear, or equivalent). Nice-to-Have Experience managing support teams in a SaaS or developer-focused product environment. Familiarity with API-based integrations and SDK support. Understanding of common bug tracking and project management tools. Experience as a software developer, proficient in languages such as React JS, React Native, Vue.js, Flutter, Kotlin, JavaScript, or Swift.