Technical Support Manager/ Senior Manager

You will be responsible for managing a team of technical support executives and providing International Support to B2B Customers for BitRaser software. Your role will involve handling Technical Support queries of key customers, creating and executing SLAs for responses, ensuring timely resolution of escalated issues, collaborating with the R&D team to prioritize bug fixes, achieving Customer Satisfaction NPS, conducting team training, assisting prospects in software evaluations, managing closed accounts for customer retention, logging issues in CRM, and maintaining feature and issue reports. Key Responsibilities: - Manage a team of technical support executives - Assist B2B customers with BitRaser software - Handle Technical Support queries of key customers - Create and Execute SLA for response - Ensure timely resolution of escalated issues - Collaborate with R&D team for bug fixes - Achieve Customer Satisfaction NPS - Conduct Team Training on newer technology and issues - Assist prospects in software evaluations - Manage closed accounts for efficient customer retention - Log issues in CRM - Maintain feature and issue reports Desired Experience: - Total experience of 10-12 years in B2B support - Minimum 50% experience in International Software/Hardware Support - Enable Performance Improvement of the team by measuring relevant KPIs - Technical Support Experience with B2B Support - Build relationships with Client personnel Key Skills: - Technical Skills: Good knowledge of computer hardware, IT infrastructure, networking, cloud platforms, cybersecurity, and API - Customer Handling Skills: Empathy - Outstanding Communication Skills: Written and Oral - Team management skills - Ability to approach complex tickets with curiosity and identify themes independently Qualification: - B.Tech/M.Tech/BCA/MCA (Computer Science or IT) / Diploma in Computer Shift Timings: - 5:30 to 2:30 AM IST (US Shift) - 8:00 PM to 5:00 AM IST (Night Shift) Perks: - Learning & Development - Medical Insurance - Work-Life Balance - Growth Opportunities - Cab Facility - Meal Benefits Note: This job posting was dated August 18, 2025, located in Gurugram, and requires 10-12 years of experience with 1 position available.,