Technical Support - Team Lead

About

iRecord is a rapidly growing WealthTech company that simplifies Investment accounting, portfolio tracking serving indian investing community widely used by professionals, financial advisors, businesses, and investors.

Job Role

We are seeking a Technical Support Team Lead to manage and mentor our technical support team and ensure high-quality assistance for our users. The role requires hands-on technical capability plus strong leadership, communication, reporting, and process-building skills.

The ideal candidate will have strong experience with SQL, web technologies, CRM systems, server & license management, and LAN/network connectivity. This role involves no site visits. Excellent spoken and written English is mandatory.

Key Responsibilities

- Team Leadership & Operations

• Lead, supervise, and mentor the technical support team
• Allocate, track, and monitor tickets & workloads
• Conduct team training and performance reviews
• Build a structured, process-driven support function

- Technical Issue Resolution

• Guide the team in resolving user technical issues
• Handle escalations promptly and professionally
• Identify recurring issues and drive root-cause solutions
• Coordinate with product & technology teams when required

- Reporting & Communication

• Prepare internal reports for management
• Prepare client-facing reports on SLAs & issue status
• Ensure professional verbal & email communication
• Track KPIs like TAT, resolution rate, and ticket trends

- Documentation & Knowledge Base

• Create and maintain SOPs, FAQs, workflows & technical guides
• Standardize escalation flows
• Keep documentation updated and accurate

- Systems, SQL & Infrastructure Support

• Work with SQL queries & database troubleshooting
• Support server monitoring & basic admin
• Manage LAN/network connectivity troubleshooting
• Oversee license management & user access control
• Support web-based application troubleshooting

Required Skills & Experience

• Minimum 3 years’ experience in technical support / IT support / SaaS support
• Mandatory technical expertise:
• SQL & database queries
• Web/application technologies
• Server monitoring & connectivity
• LAN/network troubleshooting
• CRM & ticketing tools
• Experience leading or mentoring a support team preferred
• Strong problem-solving & analytical mindset
• Excellent English communication — verbal & email (mandatory)
• Strong documentation & reporting discipline

Educational Qualification (Mandatory)

• Degree/Diploma in Computer Science, IT, Engineering, or related technical field (Preferred)

Job Types: Full-time, Permanent

Pay: ₹28,000.00 - ₹40,000.00 per month

Ability to commute/relocate:

• Borivali, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Location:

• Borivali, Mumbai, Maharashtra (Required)

Work Location: In person