Technical Support Manager

Job Description

Role Description This is a full-time, on-site role for a Technical Product Support Manager located in Mumbai. The Technical Product Support Manager will be responsible for remotely overseeing product support during matches and events, providing technical support to the on-ground service support team, ensuring smooth execution of the live events, matches, etc., and maintaining effective communication with all stakeholders. i. Responsible for providing central support to Pan–India clients for software errors and hardware problems. ii. Identify software bugs and errors in the existing software installed at the client premises using remote viewing software. iii. Report and request support from the HQ support team for problems/errors unresolved in India iv. Fully responsible for supporting, planning, and guiding software/hardware integration of 3rd party systems with our proprietary systems. v. Should know about handling JSON, SOAP, and XML protocols for API integrations. vi. Fully responsible for resolving software reporting errors, SQL database errors, and customizing reporting fields as per company manuals. vii. Support company software and hardware upgrades for existing clients. viii. Periodically taking data dumps/backups if required to upgrade the system. ix. Server configuration – loading OS, installing company proprietary software, and configuring different IP devices on the Server. x. Configuring different IP devices and loading necessary firmware for hardware devices. xi. Network designing and detailed Project Engineering for new projects. xii. Supporting Pan India engineers/technicians to resolve key technical issues (software and hardware) for Pan India clients. xiii. Resolution of client’s service support requests/breakdown calls within prescribed turnaround time. xiv. Remote monitoring and proactive support for the projects. xv. Maintaining records/reports throughout technical support as per company standards and guidelines. xvi. Proactively checking for updated firmware and hotfixes for companysoftware xvii. Making available for extended hours as and when necessary to ensure timely completion of service calls. Qualifications Product Support and Technical Support skills Customer Satisfaction and Customer Support skills Excellent communication skills Ability to troubleshoot technical issues efficiently Experience in product management or technical support roles supporting live events is preferred Bachelor's degree in computer science, Engineering, or related field Minimum 5 years of experience Industry IT Services and IT Consulting Employment Type Full-time Work Location Hybrid (based on the live event or match schedule). Job Types: Full-time, Permanent Pay: ₹1,200,000.00 - ₹1,500,000.00 per year Benefits: Health insurance Provident Fund Work from home Shift: Day shift Work Days: Monday to Friday Work Location: In person