Technical Solutions Manager

2 days ago

Thrissur, Kerala, India beBeeClientSupport Full time ₹ 2,00,00,000 - ₹ 3,00,00,000
Senior Customer Support Specialist

Job Overview

This role involves providing high-level technical support to clients, leveraging deep technical expertise and project leadership capabilities to drive successful implementation of solutions.

The ideal candidate will have 10–15 years of experience in customer support engineering, with a proven track record of resolving complex issues, managing deployments, and ensuring operational excellence.

Key Responsibilities:

  • Customer Support Engineering: Serve as the senior escalation point for advanced technical support queries, ensuring resolution of high-priority issues with urgency and precision.
  • Lead root cause analysis (RCA) efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
  • Establish and uphold support best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
  • Monitor SLA adherence for response and resolution times and proactively implement measures to exceed customer satisfaction (CSAT) expectations.
  • Project Management: Independently manage full lifecycle technical projects including client onboarding, integration, platform upgrades, and solution rollouts.
  • Define and maintain project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.
  • Provide senior-level project governance, communicating directly with client executives and internal leadership to align on scope, timelines, and business outcomes.
  • Anticipate project risks and develop robust mitigation strategies; oversee scope, timeline, and budget adherence across multiple concurrent initiatives.
  • Client Relationship & Enablement: Cultivate long-term relationships with senior client stakeholders, serving as a strategic technical advisor aligned with their evolving business goals.
  • Conduct executive-level briefings, solution workshops, and enablement programs tailored to client maturity and adoption stage.
  • Represent the voice of the customer internally, bringing critical feedback into product roadmaps, architecture discussions, and support strategy.
  • Operational Excellence & Continuous Improvement: Analyze historical support and project data to identify systemic issues and opportunities for process optimization.
  • Lead initiatives to streamline operations—automating workflows, improving documentation quality, and refining support methodologies.
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