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Tech Support Leader

3 weeks ago

Bellary, Karnataka, India beBeeTechnical Full time ₹ 15,00,000 - ₹ 20,00,000
Senior Technical Support Specialist

This role entails being the primary technical interface between our organization and clients. Escalated issues will be resolved, complex deployments managed, and operational excellence ensured.

  • The senior escalation point for advanced technical support queries.
  • Lead root cause analysis efforts to drive permanent fixes and continuous improvement.
  • Establish and uphold support best practices.
  • Monitor SLA adherence for response and resolution times.
  • Guide and mentor junior support engineers.
Project Management:
  • Independently manage full lifecycle technical projects.
  • Define and maintain project charters, schedules, and resource plans.
  • Provide senior-level project governance.
  • Anticipate project risks and develop robust mitigation strategies.
  • Drive cross-functional collaboration across engineering, QA, operations, and customer success teams.
Customer Relationship & Enablement:
  • Cultivate long-term relationships with senior client stakeholders.
  • Conduct executive-level briefings and enablement programs tailored to client maturity and adoption stage.
  • Represent the voice of the customer internally.
  • Promote long-term client value through proactive engagement.
Operational Excellence & Continuous Improvement:
  • Analyze historical support and project data to identify systemic issues and opportunities for process optimization.
  • Lead initiatives to streamline operations.
  • Contribute to internal reviews and planning cycles by presenting KPIs and trends related to client performance.
  • Drive a culture of excellence, ownership, and innovation across all aspects of customer delivery and support.
Key Qualifications:

Essential Qualifications:

  • 10-15 years of professional experience in technical support or customer-facing IT services.
  • Minimum 5+ years in managing customer-facing technical projects or enterprise implementations.
  • Deep understanding of complex software systems, APIs, databases, and cloud-based infrastructure.
  • Expertise with project management tools and reporting platforms.
  • Excellent communication and stakeholder management skills.

Preferred Qualifications:

  • PMP, PRINCE2, or equivalent Project Management certification.
  • Experience with CRM and ticketing platforms.
  • Previous experience in SaaS, enterprise software, or IT infrastructure environments.
  • Prior success working with enterprise B2B clients in regulated sectors.

Required Skills & Traits:

  • Strategic problem solver.
  • Operational leader.
  • Customer advocate.
  • Collaborative influencer.
  • Results-driven professional.