Support Manager

The Support Manager will own end-to-end support delivery for covering full L1 L2 and L3 support across a 24x7 model as per the project. This role is responsible for ticket operations, SLA performance, team training and performance management, shift coverage, and driving continuous service improvement, including automation-led efficiency gains. The support manager will be the primary point of contact for support escalations with Cisco and will work closely with engineering, product, and Emplay leadership.

Responsibilities:

• Own and manage the support ticket system end-to-end, ensuring correct categorisation, prioritisation, and SLA adherence across L1 L2 and L3 tickets.
• Generate and present support SLA reports to stakeholders, tracking resolution times and performance against agreed SLAs.
• Drive usage, adoption, and customer satisfaction surveys; analyse results and present findings and recommendations to leadership.
• Design and implement service improvement plans based on ticket trend analysis, RCA findings, and customer feedback.
• Coordinate shift handovers across the support team to ensure seamless 24x7 coverage.
• Lead support team training programmes and manage ongoing performance reviews for L1 and L2 engineers.
• Manage day-to-day workload allocation across the support team, ensuring tickets-per-FTE and resolution time targets are met.
• Drive automation and AI-based support initiatives aimed at improving ticket deflection and resolution efficiency.
• Act as the primary escalation point for high-severity (P1/P2) incidents, coordinating with Engineering, Product, and the Cisco team through to resolution.
• Oversee AWS CloudWatch monitoring (concurrent users, error rates, and related metrics) for proactive issue detection, working with Engineering on alerting and dashboards.
• Own RCA documentation, knowledge base creation, and audit/compliance reporting for the project.

Requirements:

• 5+ years of experience in technical support, with at least 1-2 years in a support management or team lead capacity.
• Proven experience managing a support team (L1/L2/L3) in a 24x7 environment, preferably in SaaS, ITSM, or AI-based products.
• Strong knowledge of ticketing/ITSM systems, SLA management, and reporting tools (Freshservice, Remedy, ServiceNow, Jira, or similar).
• Strong proficiency with AWS Cloud services.
• Basic to intermediate Python coding skills for automation and data analysis.
• General awareness of AI/ML concepts and conversational AI/chatbot platforms.
• Familiarity with learning platforms / EdTech environments is a plus.
• Excellent stakeholder management and communication skills, comfortable interfacing directly with enterprise clients and internal engineering/product teams.
• Demonstrated experience driving process improvement and automation initiatives within a support organisation.

Preferred Skills:

• Experience managing distributed or remote support teams across rotating shifts.
• Prior experience supporting enterprise B2B SaaS clients, ideally in EdTech or learning platforms.
• Experience with cloud monitoring tools (CloudWatch or similar) and incident management frameworks.
• Exposure to SOC 1 or similar audit/compliance evidence processes.