Technical Support Manager

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.