Lead IT Support Engineer

4 weeks 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.

  • Lead Backend Engineer

    1 week ago

    Malappuram, India Leading Financial Service Company Full time

    Lead Backend Engineer – Lead the Future of Credit Card Platforms  As a Lead Backend Engineer, you will design and build scalable systems for our credit card platform. You’ll work with modern technologies like Node.js, TypeScript, and AWS to deliver secure, high-performance services. This role involves architecting backend solutions, collaborating across...

  • Technical Support Engineer

    6 days ago

    Malappuram, India Cyvica Technologies Full time

    Company DescriptionCyvica Technologies Pvt Ltd is a leading cloud and security solutions provider, empowering businesses to adopt Microsoft Cloud with confidence and advanced protection. We specialize in Azure, Microsoft 365, Intune, Security, Identity & Access Management (IAM), and Microsoft Defender XDR. Our mission is to build highly secure, modern, and...

  • Technical Support Engineer

    6 days ago

    Malappuram, India Cyvica Technologies Full time

    Company DescriptionCyvica Technologies Pvt Ltd is a leading cloud and security solutions provider, empowering businesses to adopt Microsoft Cloud with confidence and advanced protection. We specialize in Azure, Microsoft 365, Intune, Security, Identity & Access Management (IAM), and Microsoft Defender XDR. Our mission is to build highly secure, modern, and...

  • Java Support Engineer

    2 weeks ago

    Malappuram, India AideWiser SolTek Full time

    Job Title: L3 Support EngineerLocation: RemoteJob Summary: We are looking for a Level 3 Support Engineer to join our Xray Data Center (DC) team supporting Atlassian-based enterprise products. You will act as the escalation point for complex customer issues, working closely with developers and QA engineers to analyze, troubleshoot, and resolve critical...

  • Desktop support engineer

    2 weeks ago

    Malappuram, India S P Solutions Point Pvt. Ltd. Full time

    : ???? We’re Hiring! Desktop Support Engineer – Varanasi ???? ???? Location: Maqbool Alam Road, Varanasi ???? Qualification: Graduate ???? Experience: 6 months – 1 year (Desktop/IT Support) ???? Salary: ₹20,000 per month Key Responsibilities: Provide desktop and technical support to users Troubleshoot hardware, software & network issues Installation...

  • Application Support Engineer

    4 weeks 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...

  • ▷ (Immediate Start) Lead Security Engineer

    3 weeks ago

    Malappuram, India interface.ai Full time

    Get To Know Us First! Who We Are At interface.ai, we’re redefining the future of banking with AI. Our cutting-edge Generative AI-powered platform serves over 100 banks and credit unions, delivering hyper-personalized customer interactions across voice, chat, and employee-assisting solutions. Our mission: To make banking effortless, intelligent, and...

  • QA Engineer

    7 days ago

    Malappuram, India TRDFIN Support Services Pvt Ltd Full time

    Position : QA Engineer - Playwright Location : Remote (Shift Timings: EST Timings - 5:30PM / 6:30 PM Login) Experience : 3-5 Years Budget : 14-17 LPA Work Mode: Remote (EST Timings Login 5:30 PM / 6:30 PM) Interview Mode: Virtual Interview (2 Rounds) Notice Period : Immediate Joiner only Mandatory skills: Functional Testing, Playwright, Typescript, React Job...

  • Lead – Production Support

    2 weeks ago

    Malappuram, India Whatjobs IN C2 Full time

    Role: Lead – Production Support & Release Management-SaaS Location: Bangalore Experience: 8+ years of experience in production support, release management, or service delivery, with at least 3 years in a lead role. Job Summary: We are looking for a Production Support & Release Management Lead who will be responsible for maintaining production stability and...

  • Lead Electrical Engineer

    20 hours ago

    Malappuram, India Quest Global Full time

    Job Title: Lead Electrical Engineer - High Voltage for Renewable EnergyLocation: Bangalore KARequired Experience: 7 to 15 YearsKey Responsibilities:Development and design of all the electrical aspects of renewable energy plant and HV evacuation infrastructure basic design (10% stage) and advanced basic design (30-60% stage) mainly in the Australian and US...