Lead IT Support Engineer
1 week ago
Role OverviewThe 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 Responsibilities1. Service Desk ManagementLead 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 & InnovationBuild 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 & GuidanceActively 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 & MentoringMentor 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 & TrainingBuild 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 & ReportingOwn 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 & ExperienceMindsetAI‑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.Experience5+ years of IT support experience, including 1–2+ years leading a helpdesk/service desk or regional support function in a SaaS company.Technical SkillsStrong 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 & CommunicationDemonstrated 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.
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Lead IT Support Engineer
7 days ago
bangalore, India Chargebee Full timeRole OverviewThe 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...
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Lead IT Support Engineer
1 week ago
bangalore, India Chargebee Full timeRole 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...
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Lead Technical Support Engineer
6 days ago
Bangalore, India Mareana Full timeLead Support Engineer Bangalore / Full-Time At Mareana, we build Enterprise-Scale AI/ML-powered products for Manufacturing, Sustainability and Supply Chain. We are looking for a highly skilled Lead Support Engineer to oversee day-to-day application support operations and lead the support team in ensuring system reliability, efficiency, and SLA compliance....
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Lead Technical Support Engineer
4 weeks ago
bangalore, India Mareana Full timeLead Support Engineer Bangalore / Full-Time Job Description At Mareana, we build Enterprise-Scale AI/ML-powered products for Manufacturing, Sustainability and Supply Chain. We are looking for a highly skilled Lead Support Engineer to oversee day-to-day application support operations and lead the support team in ensuring system reliability, efficiency, and...
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Lead Technical Support Engineer
6 days ago
Bangalore, India Mareana Full timeLead Support Engineer Bangalore / Full-Time Job Description At Mareana, we build Enterprise-Scale AI/ML-powered products for Manufacturing, Sustainability and Supply Chain. We are looking for a highly skilled Lead Support Engineer to oversee day-to-day application support operations and lead the support team in ensuring system reliability, efficiency, and...
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Lead Technical Support Engineer
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bangalore, India Tek Support Full timeJob Title: Senior Trainer – Automation Engineering (Pharmaceutical Industry) Location: Remote Job Type: Part-Time Job Summary: We are seeking an experienced Automation Engineering Trainer with deep expertise in pharmaceutical manufacturing automation systems . The trainer will be responsible for developing and delivering training programs on industrial...
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Lead Technical Support Engineer
1 week ago
bangalore, India Bhash Software Labs Full timeJob Title: Technical Support Lead Engineer (2–4 Years) – BhashSMSLocation: BangaloreSalary: ₹25,000 – ₹45,000 per month (₹30,000 target)Experience: 2–4 yearsJob Type: Full-time (Work From Office) About BhashSMS BhashSMS is one of India’s largest Bulk SMS, WhatsApp Business API, and Voice Communications providers, trusted by over...
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Lead Technical Support Engineer
1 week ago
Bangalore, India Bhash Software Labs Full timeJob Title: Technical Support Lead Engineer (2–4 Years) – BhashSMS Location: Bangalore Salary: ₹25,000 – ₹45,000 per month (₹30,000 target) Experience: 2–4 years Job Type: Full-time (Work From Office) About BhashSMS BhashSMS is one of India’s largest Bulk SMS, WhatsApp Business API, and Voice Communications providers, trusted by over...
