Technical Support Head - Mumbai

Job Description:

We are looking for a dedicated and technically skilled Team Leader – Technical Support to manage and guide our support engineers in delivering timely and high-quality customer support

Location - Goregaon Mumbai

This role requires strong technical knowledge, leadership capabilities, and a customer-first mindset to ensure smooth daily operations, effective issue resolution, and continuous improvement in service delivery.

Key Responsibilities:

 Supervise and lead a team of technical support engineers handling L1/L2 issues.

 Act as an escalation point for complex technical issues and ensure timely resolution.

 Monitor ticket queues, allocate tasks, and ensure SLAs and KPIs are consistently met.

 Provide coaching, mentorship, and training to team members to enhance performance and technical skills.

 Conduct regular team meetings, performance reviews, and feedback sessions.

 Coordinate with product, QA, and engineering teams for bug fixes and escalations.

 Maintain and improve internal knowledge base and documentation.

 Prepare reports on team performance, ticket trends, customer feedback, and issue resolution metrics.

 Identify process gaps and implement improvements in support workflows and tools.

 Ensure customer satisfaction by fostering a proactive and empathetic support environment.

 Exposure to cloud-based deployment environments is a plus Requirements:

 Bachelor’s degree in Computer Science, IT, or a related technical field.

 5+ years of experience in technical/customer support, with at least 1–2 years in a leadership role.

 Strong understanding of support tools (e.g., Zendesk, Freshdesk, Jira) and ITSM best practices.

 Solid technical background with understanding of software systems, APIs, databases, and basic networking.

 Excellent communication, leadership, and people management skills.

 Ability to handle pressure, manage escalations, and drive team performance. Preferred Skills:

 ITIL Foundation Certification or relevant technical certifications.

 Experience in SaaS, enterprise software, or cloud-based platforms.

 Knowledge of automation tools, ticket analytics, and customer satisfaction metrics.

 Hands-on experience with CRM and support reporting dashboards.

 Experience in Cloud deploy solution will be added advantages