Tech Lead

5 days ago


Pune, Maharashtra, India LotusFlare Full time
About LotusFlare

We're a leading organization in the industry, dedicated to delivering exceptional support services. Our team is passionate about providing top-notch assistance to our clients.

Job Summary

The Tech Lead - Support Operations will oversee the day-to-day activities of the technical support team, ensuring that service levels and response times are consistently met. This role involves managing escalated customer issues, collaborating with cross-functional teams, and developing processes to optimize team efficiency.

Responsibilities:
  • Lead and manage the technical support team, guiding fellow tech specialists in their work and fostering a collaborative environment.
  • Oversee daily operations, analyzing performance metrics to identify areas for improvement.
  • Handle complex customer issues, resolving them promptly and professionally.
  • Collaborate with project managers, solution architects, and developers to address client needs and enhance product offerings.
  • Develop and implement support processes, tools, and documentation to streamline team workflow.
  • Analyze support ticket trends, identifying root causes and proposing initiatives to boost product reliability and customer satisfaction.
  • Provide regular performance feedback, coaching, and mentorship to team members.
Requirements:
  • Bachelor's or Master's degree in Science or Engineering, or significant related experience.
  • At least 5 years of experience in technical support or a similar customer-facing role.
  • Excellent communication skills, with the ability to articulate complex concepts to both technical and non-technical audiences.
  • Proven leadership experience, with the ability to motivate and inspire a team.
  • Prior experience supporting B2B2C products, with a deep understanding of the unique challenges in this context.
  • Familiarity with cloud-native platforms (e.g., AWS, Azure, GCP) and virtualization technologies.
  • Ability to work independently, manage multiple priorities, and adapt to a fast-paced environment.
  • Experience working with outsourced and in-house support team members.
  • Capacity to interact directly with key enterprise customers during critical situations.
Compensation and Benefits

The estimated annual salary for this role is $120,000-$150,000, depending on location and experience. In addition to competitive compensation, we offer a comprehensive benefits package, including health insurance, retirement savings, and opportunities for professional growth and development.



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