As Manager, Global Technical Support, you will mentor and guide a team of Support Engineers to deliver a world-class support experience. You'll oversee customer support tickets, including issue resolution, technical troubleshooting, and customer communication. You will be responsible for leading a global team, tracking key metrics, collaborating with other teams, serving as a final escalation point, creating growth plans, and refining operational procedures to maximize efficiency and boost customer satisfaction.
Must Have:- 7+ years in technical support
- Experience building and guiding high-performing global support teams
- Exceptional leadership and communication skills
- Experience with CRM and project management tools
- Proficiency in T-SQL, PowerShell or similar
- Familiarity with .NET/JAVA to understand code-level escalations
- Ability to develop robust analytics reports
Perks:- Professional growth and Development opportunities
- Working within a team of friendly, skilled people
- Flexible working hours
- 4 recharge days per year
- High-end laptop
- Competitive pay and bonus
- 18 vacation days
- 15 days Sick Leave/ Casual leave per calendar year
- 16 hours of paid volunteer time off per year
- Wedding gift and newborn gift allowance
- 26 weeks of paid maternity leave and one week of paid paternity leave
- Health Insurance of up to 7 lacs
- Group Term Insurance coverage
- Group Personal Accident coverage
- Provident fund contributions