Technical Support Manager

ScrumAD Private Limited · India

FULL TIME

Job Description

We are looking for an experienced and results-driven Technical Support Engineer Manager to lead and manage the technical support team. The ideal candidate will be responsible for overseeing daily support operations, ensuring high-quality client communication in English, and maintaining excellent customer satisfaction. This role requires a strong technical background combined with leadership, problem-solving, and people management skills.

Responsibilities

Lead, mentor, and manage the technical support engineer team
Oversee daily support operations and ensure timely resolution of client issues
Communicate professionally with clients in English to handle escalations and complex cases
Define, monitor, and improve support processes, SLAs, and KPIs
Coordinate with development and infrastructure teams for issue resolution
Review and approve support tickets, reports, and documentation
Train team members on technical skills, tools, and customer communication
Monitor team performance and conduct regular feedback and evaluations
Ensure high levels of customer satisfaction and service quality

Skills

Bachelor’s degree in Computer Science, Information Technology, or a related field
4–6 years of experience in technical support, with 1–2 years in a leadership or managerial role
Strong technical troubleshooting and system understanding
Excellent spoken and written English communication skills
Proven ability to manage teams and handle client escalations
Strong analytical, decision-making, and problem-solving skills
Experience with ticketing systems, reporting, and support metrics

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Technical Support Manager

Job Description

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