Technical Support Manager

About the Company

Exotel is a leading provider of AI transformation to enterprises for customer engagement and experience. With over 20 billion annual conversations across Omni channel, voice, agents and bots, Exotel is trusted by more than 7000 clients worldwide, spanning industries such as BFSI, Logistics, Consumer Durables, E-commerce, Healthcare and Education. Customer expectations are evolving and businesses face the challenge of balancing the need for increased revenue, optimized costs, and exceptional customer experience (CX). Exotel steps forward as your transformative partner, offering an AI-powered communication solution to address all three.

About the Role

As the Manager of Technical Support, you will be the cornerstone of our post-sales success, leading a team of engineers dedicated to resolving complex technical challenges for our enterprise customers. You will not only ensure day-to-day operational excellence but also drive strategic improvements in processes, tooling, and team capability. Your impact will directly translate into higher customer satisfaction, faster resolution times, and the overall reliability of Exotel’s platform experience.

Responsibilities

• Team Leadership & Mentorship:

  Lead, coach, and mentor a team of Technical Support Engineers, fostering a high-performance culture focused on customer outcomes and continuous learning.

• Operational Excellence:

  Oversee the daily operations of the technical support function, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are consistently met and exceeded.

• Incident & Escalation Management:

  Serve as the point of escalation for critical and complex technical issues, coordinating with Engineering and Product teams to ensure swift resolution and effective communication with the customer.

• Process Improvement:

  Identify bottlenecks and drive initiatives to improve support processes, documentation, self-service tools, and quality assurance mechanisms for higher efficiency and lower friction.

• Knowledge Management:

  Champion the creation and maintenance of a robust knowledge base, ensuring technical documentation and runbooks are accurate, accessible, and up-to-date.

• Customer Advocacy:

  Act as the voice of the customer within Exotel, providing critical feedback to Product and Engineering on recurring issues and platform stability trends to influence future development.

What You Bring / Required Skills & Experience

• Proven experience in a technical support, customer success, or equivalent role within a fast-paced technology company (ideally SaaS, CCaaS, or Telecom).
• Demonstrated experience leading and managing a technical team, including performance management and professional development.
• Strong technical acumen in areas like APIs, networking, Linux/Unix, databases, and troubleshooting complex application issues.
• Exceptional problem-solving skills and the ability to manage high-pressure situations, critical incidents, and multiple priorities simultaneously.
• Excellent communication skills, both written and verbal, capable of articulating complex technical details to both technical and non-technical audiences.
• A mindset geared towards continuous improvement and a relentless focus on the customer experience.