Customer Success – Technical Support Manager

16 hours ago

Chandigarh, Chandigarh, India cefa2142-bece-42f3-9fc4-05f6948f31b5 Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Department – Customer Success

Location – Chandigarh/Noida

No. of Positions – 1

Work Timings: US Timings

Role: Technical Support Manager

Experience: 7+ years

AlertEnterprise Technology is about powering the future with Technology and make enterprises and the world a safer place. We are at the heart of shaping and driving technology disruption and digital transformation for our clients running AlertEnterprise products. We set the direction to serve all business verticals and industries. Our mission is to identify and incubate the next generation of AlertEnterprise services around disruptive technologies and future demand from our customers for AlertEnterprise product implementations and guiding them to solve a complex problem by tailoring Alert Solutions to their specific needs.

Role:

The Technical Support Manager is responsible for leading and managing a high-performing team of technical support engineers. This role requires a strong technical background, excellent leadership and communication skills, and a passion for customer satisfaction. The Manager will be responsible for ensuring that the support team provides timely, accurate, and effective technical assistance to our customers.

Responsibilities:

  • Lead, mentor, and develop a team of highly skilled technical support engineers.
  • Oversee the day-to-day operations of the support team, including call handling, email support, and remote support.
  • Establish and maintain service level agreements (SLAs) for technical support.
  • Monitor and analyze support tickets to identify trends and areas for improvement.
  • Develop and implement knowledge base articles and other support documentation.
  • Work closely with product development and engineering teams to identify and resolve product issues.
  • Proactively engage with customers to build strong relationships and ensure their satisfaction.
  • Participate in customer success initiatives, such as onboarding and training.
  • Stay current on industry trends and best practices in customer support.
  • Be able to present ROI stats with customer to maintain the customer expectations of the system
  • Help implement the processes for the team to deliver better day by day and make sure that team adheres to the processes.

Qualifications:

  • Bachelor & degree in Computer Science, Information Technology, or a related field.
  • 5+ years of experience in technical support, with at least 2 years in a management role.
  • Strong technical expertise in IT security, networking, and operating systems.
  • Experience with ITM solutions or related technologies (e.g., SIEM, DLP, UEBA) is a plus.
  • Excellent written and verbal communication skills.
  • Strong leadership, mentorship, and team-building skills.
  • Ability to work independently and as part of a team.
  • Strong analytical and problem-solving skills.
  • Ability to thrive in a fast-paced and dynamic environment.

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