Job Overview:
We are looking for an experienced Technical Support Manager with a proven background in incident management, process orientation, and escalation management across L1, L2, and L3 levels. The ideal candidate will bring expertise in structured planning and execution, ensuring that support processes align with business objectives and deliver a high-quality experience for our clients.
Key Responsibilities:
- Incident Management: Lead end-to-end incident resolution, ensuring timely response and resolution. Monitor and refine incident management processes to minimize downtime and improve client satisfaction.
- Escalation Management: Effectively manage escalations at L1, L2, and L3, applying structured escalation protocols and ensuring high-stakes incidents are resolved within defined SLAs.
- Process Development & Optimization: Drive process-oriented approaches within the support team. Regularly review and refine support processes to ensure efficiency, quality, and alignment with industry best practices.
- Team Leadership & Management: Oversee and mentor the technical support team, providing guidance on incident handling and customer engagement. Ensure the team is equipped and trained for effective incident management.
- Performance Metrics & Reporting: Develop and track KPIs related to response times, resolution rates, and customer satisfaction. Provide regular reporting and insights to senior management on support operations.
- Cross-Functional Collaboration: Work closely with engineering, product, and customer success teams to address recurring issues and improve the product experience. Ensure clear communication between support and other departments.
- Quality Assurance: Implement quality checks and continuous improvement initiatives to enhance support responses and service reliability.
Qualifications:
- Experience: Minimum 5 years of experience in a technical support or incident management role, with a proven track record in managing L1, L2, and L3 escalations.
- Process-Oriented Approach: Demonstrated ability to implement and optimize support processes, ensuring efficient and effective incident resolution.
- Leadership Skills: Experience managing and developing support teams with a focus on performance and quality.
- Technical Knowledge: Strong understanding of technical troubleshooting and support methodologies. Ability to quickly diagnose and resolve complex technical issues.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and professionally.
- Certifications (preferred): ITIL, PMP, or other relevant certifications in incident management or service management.
Key Competencies:
- Strong problem-solving skills and analytical mindset
- Proficiency in using support tools and platforms (e.g., ticketing systems)
- Ability to work well under pressure and handle high-stress situations
- Commitment to customer satisfaction and continuous improvement
If you are a detail-oriented and process-driven leader passionate about managing and improving technical support operations, we'd love to hear from you
