Technical Support Manager

Role & responsibilities

• Lead and mentor a team of Customer Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement.
• Own the end-to-end support operations, ensuring timely resolution of customer tickets while consistently meeting SLA commitments.
• Monitor ticket queues, prioritize critical issues, and ensure efficient workload distribution across the team.
• Act as the primary escalation point for complex customer issues and drive them to successful resolution with empathy and professionalism.
• Collaborate with Product, Engineering, QA, and Operations teams to resolve product issues and improve overall customer experience.
• Conduct regular reviews of support metrics, SLA performance, ticket trends, and customer feedback to identify improvement opportunities.
• Analyze recurring issues and work with internal stakeholders to implement preventive measures and process improvements.
• Develop and maintain support documentation, knowledge base articles, FAQs, and standard operating procedures.
• Support product releases by validating fixes, coordinating customer communication, and ensuring smooth rollout of updates.
• Drive continuous improvement initiatives to enhance support processes, operational efficiency, and customer satisfaction.
• Train, coach, and develop team members through regular feedback, performance reviews, and skill development initiatives.
• Prepare and present support performance reports, customer insights, and operational metrics to leadership

Preferred candidate profile

• 8-12 years of experience in Customer Support, Application Support, or Technical Support, preferably in a SaaS or B2B software environment
• 35 years of experience managing customer support teams
• Strong experience handling customer escalations and managing enterprise customer relationships
• Experience handling global clients will be preferred
• Proven track record of driving SLA adherence and operational excellence.
• Excellent customer service, stakeholder management, negotiation, and conflict resolution skills
• Strong analytical and problem-solving abilities with a data-driven mindset
• Experience working with ticketing systems, CRM platforms, and support tools
• Good understanding of SDLC and application maintenance processes
• Ability to work effectively with cross-functional teams
• Excellent verbal and written communication skills