Associate Manager

About Position:

We are seeking an experienced Associate Manager / Technical Lead to lead and manage a high-performing Technical Support team. The ideal candidate will possess strong leadership capabilities, deep expertise in customer support operations, SaaS environments, and escalation management. This role is responsible for driving customer satisfaction, operational excellence, team development, and service delivery effectiveness while handling critical incidents and support operations.

• Role: Associate Manager / Technical Lead
• Location: Pune
• Experience: 9+Years
• Job Type: Full-Time Employment

What You'll Do:

• Lead and manage the technical support team to deliver exceptional customer experiences.
• Hire, onboard, coach, mentor, and develop support engineers and team members.
• Define team goals, performance metrics, and operational objectives.
• Collaborate with cross-functional teams to improve service delivery and support processes.
• Manage customer escalations and drive timely issue resolution.
• Act as a key point of contact for critical incidents and high-priority issues.
• Monitor case queues and ensure effective workload distribution.
• Ensure adequate phone, ticketing, and support coverage across shifts.
• Track and manage support KPIs, SLAs, and operational metrics.
• Develop and maintain reporting dashboards, support metrics, and tracking mechanisms.
• Participate in weekend support rotations and assist during global outages.
• Engage in on-call support activities and incident response processes.
• Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Maintain process documentation, operational procedures, and knowledge-sharing practices.

Expertise You'll Bring:

• 9 to 15 years of experience in Technical Support, Customer Support, or Service Operations.
• Minimum 4 years of experience leading customer support or technical support teams.
• Strong leadership and people management capabilities.
• Proven experience hiring, mentoring, and developing high-performing teams.
• Strong understanding of customer support operations and service delivery models.
• Experience managing customer escalations and critical incident resolution.
• Knowledge of SLA management, support KPIs, and operational reporting.
• Strong project management and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent verbal, written, and interpersonal communication skills.
• Strong customer relationship management skills.
• Experience collaborating with technical and business stakeholders.
• Familiarity with support platforms such as HubSpot, Jira, and ServiceNow.
• Experience with security platforms, email protection solutions, cloud services, and SaaS environments is preferred.
• Ability to create a positive team culture with high employee engagement and retention.
• Strong analytical, problem-solving, and decision-making skills.
• Experience with workforce planning, resource management, and operational governance.
• Flexibility to work evening, weekend, and on-call support schedules as required.
• Bachelor's Degree in a technical field or equivalent practical experience.
• Passion for customer success, operational excellence, and continuous improvement.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalisation for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment.

Let's unleash your full potential at Persistent - persistent.com/careers

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."