Lead IT Support Engineer

2 days ago

Malappuram, India Chargebee Full time

Role Overview The Lead IT Support Engineer will be responsible for overseeing IT Support operations for Chargebee globally. This role requires both hands-on technical expertise and leadership skills to actively support IT Support Engineers in troubleshooting and resolving complex issues, guide the team effectively, ensure high-quality end-user support, and continuously improve IT service delivery processes.Key Responsibilities 1. Service Desk Management Lead and manage service desk operations: triage and prioritize tickets, manage SLAs, oversee L2/L3 escalations, and ensure high-quality resolution. Create and maintain a monthly IT shift roster to ensure adequate coverage. 2. Automation & Innovation Build and implement IT Support automations using AI and workflow tools to reduce manual effort and improve resolution times. Continuously identify opportunities to streamline support processes through automation. 3. End-User Support & Guidance Actively assist IT Support Engineers in troubleshooting complex issues, providing hands-on guidance and resolution support across macOS, Windows, browsers, peripherals, Wi-Fi access, and common SaaS sign-in/SSO problems. Serve as a go-to technical resource for the team, ensuring that support agents have the necessary expertise and direction to resolve end-user issues effectively. 4. Team Leadership & Mentoring Mentor and develop IT Support Engineers through coaching, shadowing, ticket reviews, runbook creation, and structured training programs. Define on-call/rotation coverage across time zones to ensure support continuity. 5. Knowledge, Runbooks & Training Build and maintain internal knowledge bases and user-facing documentation, promoting self-service and standard templates for faster resolution. Create, update, and maintain runbooks to ensure consistency and reliability in support processes. Develop and deliver a comprehensive training program for new joiners in the IT Support team. 6. Metrics & Reporting Own and track metrics including CSAT, SLA attainment, first-contact resolution, and ticket volumes. Implement dashboards for real-time and periodic reporting to leadership.Required Skills & Experience Mindset AI‑first, automation‑driven, detail‑oriented, and passionate about delivering a secure yet delightful employee experience. Curious mindset with a passion for continuous learning and sharing knowledge within the team. Experience 5+ years of IT support experience, including 1–2+ years leading a helpdesk/service desk or regional support function in a SaaS company. Technical Skills Strong experience supporting Google Workspace, Okta, Slack, Jamf or equivalent MDM solutions. Strong knowledge of ITSM processes such as problem management/RCA and change management, with hands-on experience in a modern ITSM tool (e.g., Freshservice). Proven expertise in runbook creation, maintenance, and documentation to ensure consistent and reliable support practices. Hands-on experience with the Freshservice ticketing system will be considered a strong advantage. Experience in building and maintaining IT Support automations using AI and workflow automation platforms (e.g., Zapier, n8n, or equivalent). Leadership & Communication Demonstrated people leadership skills, including coaching, conflict resolution, workload planning, interviewing, and stakeholder management. Excellent communication skills: crisp Slack/async updates, user-friendly documentation, and clear incident communications. Strong written, verbal, and listening skills with the ability to articulate effectively.

  • Java Support lead

    3 weeks ago

    Malappuram, India Tata Consultancy Services Full time

    Job Title :- Java Support LeadExperience: 7 to 10yrsLocation: Chennai , Bangalore, Hyderabad, Kochi, PuneVirtual Drive : 10am to 5pmDate: 18th Oct 2025Greetings from TCS!!!Job Description:Must Have:Excellent support experience for applications using Java8/SpringBoot/Microservices/RestfulWebservices/FrontEnd expericence/unix/Database basic...

  • Engineering Team Lead

    3 weeks ago

    Malappuram, India HealthSigns Full time

    About the RoleWe’re looking for a highly skilled Engineering Lead with 8+ years of experience to own and scale our healthcare platform across India, the Middle East, Latin America, and the US. You will architect scalable systems, lead a distributed engineering team, and remain hands-on with key technical decisions and code.This is not a framework-focused...

  • Engineering Team Lead

    3 weeks ago

    Malappuram, India HealthSigns Full time

    About the RoleWe’re looking for a highly skilled Engineering Lead with 8+ years of experience to own and scale our healthcare platform across India, the Middle East, Latin America, and the US. You will architect scalable systems, lead a distributed engineering team, and remain hands-on with key technical decisions and code.This is not a framework-focused...

  • Senior/Lead Hardware Design Engineer

    3 weeks ago

    Malappuram, India Aiotlogy Services pvt ltd. Full time

    Hardware Engineer Job DescriptionJoin Our Globally Distributed, High-Performing TeamPosition OverviewJob Title: Senior/Lead Hardware Design EngineerLocation: RemoteJob type: Full time We are seeking an accomplished and highly motivated Senior Hardware Design Engineer with extensive experience in digital and analogue circuit design. The ideal candidate will...

  • Application Support Engineer

    2 days ago

    Malappuram, India Sycamore Informatics Inc. Full time

    Designation - Application Support Engineer Experience -4 - 7 years Location -Remote(India)Essential skills Technical - Strong command of SQL, Unix/Linux and Windows environments and ITIL processes. Demonstrated excellent verbal and written communication skills. Ability to manage and prioritize multiple tasks simultaneously under deadlines and time...

  • Lead Sustenance Engineer

    2 weeks ago

    Malappuram, India DDN Full time

    This is an incredible opportunity to be part of a company that has been at the forefront of AI and high-performance data storage innovation for over two decades. DataDirect Networks (DDN) is a global market leader renowned for powering many of the world's most demanding AI data centers, in industries ranging from life sciences and healthcare to financial...

  • Sr. Tester with knowledge of Calypso suit of products in Front/Back Office Solutions

    3 weeks ago

    Malappuram, India Quadrant IT Services Full time

    Sr. Tester with knowledge of Calypso suit of products in Front/Back Office Solutions Key Responsibilities Lead QA efforts on Calypso initiatives and follow scaled Agile best practices. Lead in requirement analysis, design, and development phases and determine testing approach for the Calypso platform. Leverage extensive Calypso domain expertise to develop...

  • Telecom Engineer

    1 week ago

    Malappuram, Kerala, India IMMCO Inc Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Company DescriptionIMMCO Inc. is an integrated solutions provider delivering engineering, geospatial, and software services to leading companies in the broadband and telecommunications industries for over 30 years. Our engineering services and iBISS field automation technology help reduce the costs of deploying fiber and wireless networks. Based in Atlanta,...

  • Lead QA Test Automation Engineer SDET

    2 weeks ago

    Malappuram, India Omni Reach Full time

    Role Description We are looking for 8+ years experience LeadQA Automation Engineers (Engineering background mandatory , Excellent communication,Ability to interact with Customer . Devops automation mindset ).This is a full-time remote role for a Lead QA Test Automation Engineer SDET. The individual will be responsible for developing and executing automated...

  • Technical security expert

    3 days ago

    Malappuram, India MRP Group Full time

    Job Title: Technical Security Expert / Engineer (Client-Facing) Location: India or Malaysia (Hybrid /Remote) Employment Type: Contract 3-6 Months About the Role We are seeking a highly skilled Technical Security Expert / Engineer to support our enterprise customers in strengthening their Microsoft security posture. This is a client-facing role, requiring...