Manager of Technical Support

5 days ago

Pune, India Critical Start Full time

Overview

We are seeking a Manager of Technical Support to join the Critical Start Technologies Private Ltd. team, operating under the Critical Start umbrella, for our India operations. The Manager of Technical Support will be responsible for leading and overseeing the technical support team, ensuring high-quality customer service, efficient problem resolution, and maintaining exceptional levels of customer satisfaction. Please note, this role will require working during IST night shifts (5:30pm - 2:30am IST). 

Responsibilities

  • Lead, supervise, and develop a diverse team of technical support professionals.
  • Design and implement inclusive support strategies, policies, and procedures.
  • Monitor and enhance team performance metrics, including response times, resolution rates, and customer satisfaction scores.
  • Establish and maintain performance standards and training programs to support professional growth.
  • Conduct regular performance reviews and provide constructive, actionable feedback.
  • Collaborate with cross-functional teams to address and resolve complex technical challenges.
  • Analyze support trends and propose systemic improvements to enhance products or services.
  • Escalate critical issues to the appropriate departments and ensure prompt resolution.
  • Manage support resources effectively, optimizing team utilization and productivity.
  • Oversee the implementation and maintenance of customer support tools and technologies.
  • Ensure comprehensive documentation of support processes and maintain up-to-date knowledge bases.

Qualifications

Required Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 10+ years of experience in technical support.
  • 5+ years of experience in management or team leadership roles.
  • Ability to work IST night shift (5:30pm - 2:30am IST).
  • Strong knowledge of technical support best practices.
  • Excellent communication and interpersonal skills, with the ability to work effectively across global diverse teams.
  • Demonstrated ability to lead, motivate, and inspire teams to achieve goals.
  • Advanced problem-solving and analytical skills, with a focus on delivering practical solutions.
  • Proficiency in using customer support software and ticketing systems.
  • Strong understanding of incident response and threat mitigation strategies.
  • Previous experience in customer-facing technical roles, demonstrating strong communication and problem-solving skills.
  • Proven experience in managing security-related support escalations effectively.
  • Knowledge of multiple support channels, including phone, email, chat, and self-service platforms.
  • Demonstrates curiosity and a growth mindset, proactively exploring new tools, technologies, and industry trends with a strong desire to learn and adapt.
  • Possesses hands-on experience in technical support with a proactive, "roll-up-your-sleeves" approach to troubleshooting and problem-solving in dynamic environments.

Desired Qualifications:

  • Master's degree in a relevant field.

  • Experience with cybersecurity tools and platforms, including:

  • Security Information and Event Management (SIEM) systems

  • Endpoint Detection and Response (EDR) tools
  • Intrusion Detection/Prevention Systems (IDS/IPS)
  • Firewall management and configuration
  • Vulnerability scanning and assessment tools
  • Multi-factor authentication (MFA) systems
  • Familiarity with established cybersecurity frameworks, such as NIST and ISO 27001.
  • Relevant IT certifications, such as CISSP, CompTIA Security+, or ITIL.
  • Experience in technology, software, or hardware support environments.

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