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 supportLocation - Goregaon MumbaiThis 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
