Technical Support Manager

Job Description

Role: Technical Support Manager/ Program Manager Location: Noida Sec 62 Position Overview We are looking for an experienced and dedicated Tech Support Manager to lead our technical support team. This individual will manage internal and external escalations, ensure effective issue resolution, and oversee escalations across app stores and social media. The Tech Support Manager will lead a team of QA specialists who reproduce reported issues and escalate genuine cases to the respective Product Owners (POD) or Technical Program Managers (TPM) for resolution. Key Responsibilities Manage Internal Escalations Oversee the tracking and resolution of internal bugs and issues reported by internal teams. Work closely with QA and Tech Support teams to prioritize issues based on severity and ensure timely resolution. Manage External Escalations Handle escalations raised by students and external users, coordinating with the team to reproduce and resolve issues based on priority. Implement and monitor SLAs for external issues, ensuring excellent service standards and maintaining high customer satisfaction. App Store, Play Store, and Social Media Escalations Monitor and address tech-related issues raised on platforms like the App Store, Play Store, and social media channels. Coordinate with the QA and Tech Support teams to reproduce issues and determine the legitimacy before escalating to relevant product or tech teams. Issue Reproduction and Escalation Lead a team of QAs dedicated to reproducing escalated issues to verify their validity. Work collaboratively with the QA team to ensure genuine issues are escalated to POD or TPM teams, facilitating efficient problem-solving. Team Leadership and Development Mentor and guide the QA and Tech Support teams, fostering a collaborative and proactive support environment. Monitor team performance, provide feedback, and support professional growth within the team. Reporting and Documentation Prepare regular reports on escalation metrics, resolution times, and team performance. Ensure accurate documentation of escalated issues, resolutions, and follow-up actions. Having knowledge of Power BI or any reporting tools and their integration is a plus. Qualifications and Requirements Bachelor’s degree in Information Technology, Computer Science, or a related field. Minimum of 5 years of experience in technical support, with at least 2 years in a managerial or lead role. Strong understanding of issue escalation processes and experience with QA processes for issue reproduction. Excellent problem-solving skills and ability to work effectively under pressure. Proficiency with support ticketing systems, and experience in mobile or software application support is a plus. Strong leadership skills with a proven track record of managing and mentoring a team. Preferred Skills Knowledge of mobile app ecosystems, including app submission processes for App Store and Play Store. Familiarity with social media monitoring tools for tech issue tracking and escalation. Strong communication skills with the ability to liaise effectively with both technical and non-technical stakeholders. This role offers an opportunity to directly impact user experience by ensuring efficient handling of technical issues and escalations. If you are a proactive leader passionate about providing high-quality support, we would love to hear from you.