Director, Technical Support

FlexBoard; India; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

reputed company in India seeks a Director of Technical Support to lead the global Technical Support and Application Support teams, driving operational excellence and high-quality client service. You will guide escalation management, partner with Engineering on go-lives and upgrades, and mentor Advocates and Analysts to achieve department objectives.

This senior role requires strategic thinking, strong leadership, and a proven ability to improve support metrics while influencing cross-functional

Qualifications

• 10+ years of experience in a technical role.
• 3+ years in reputed company management or a senior supervisory position over reports.
• Strong knowledge of process improvement, planning, and project management.
• Senior-level writing, communication, problem-solving, and analytical skills.
• Ability to work with multiple internal departments and manage ambiguity; highly organized.
• Working knowledge of MS Office and internet browsers.
• Experience with Database, SQL troubleshooting.
• Experience implementing AI solutions.

Responsibilities

• Direct and guide the Technical Support staff and Analysts to align with department goals.
• Provide daily direction to ensure timely and high-quality support.
• Evaluate processes, drive efficiency, and improve service for clients.
• Assist leadership with performance analysis, forecasting, training, scheduling, and budgeting.
• Document procedures and standards for the Support team and ensure cross-functional alignment.
• Monitor and analyze support metrics; drive data-driven improvements.
• Leverage technology, automation, and AI agents to enhance ticket handling.
• Serve as senior escalation point for complex issues.
• Collaborate with Engineering on go-lives, releases, and product initiatives.
• Participate in cross-functional projects to improve overall support delivery.

Skills

Technical leadership

Process improvement

Project management

Communication

Analytical thinking

Team collaboration

Ambiguity management

MS Office

SQL troubleshooting

Education

Bachelor's degree

Tools

MS Office

Database

Job description

Who we are reputed company is the industry leader in fraud and disputes management technology, offering the world\'s only E2E reputed company-reputed company Disputes as a Service solution for issuing financial services organizations. reputed company is an organization of tenacious experts who are innovative and challenge complacency to continuously reputed company cutting edge technology and AI. Our experts are passionate about delivering value in our solutions and empowering our reputed company community to enhance and reputed company industry standards in fraud and disputes management.

About the role

The Director of Technical Support is a senior leadership position reputed company reputed\'s company's reputed company Support department, overseeing application and technical support to ensure clients receive the highest reputed company support experience. This role provides reputed company and guidance to reputed company Advocates and Technical Support Analysts, while leading reputed company Support reputed company and reputed company. The Director partners closely with the reputed company team on reputed company go-lives, technical troubleshooting, and release upgrades, and serves as the senior escalation reputed company for reputed company issues. This position is critical to driving operational reputed company, cross-functional alignment, and reputed company improvement across the reputed company Support organization.

Responsibilities

• Directly reputed company reputed company Support staff, including reputed company Advocates and Technical Support Analysts, and reputed company reputed company with reputed\'s company overall reputed company objectives.
• reputed company daily direction and communication to employees so that reputed company Support tickets are responded to and resolved according to department best practices.
• reputed company continual evaluation of processes and procedures; recommend reputed company to improve area reputed company, efficiency, and service to both reputed company clients.
• Assist the VP of reputed company Experience with the reputed company of the reputed company Support team, including performance analysis, forecasting, reputed company, training, scheduling, and reward/recognition, as reputed company as budget preparation, monitoring, and performance improvement programs.
• Assist the VP of reputed company Experience to establish and document work procedures and processes for the reputed company Support team that support company and departmental standards, procedures, and reputed company directives.
• reputed company statistical and performance data to the VP of reputed company Experience, including analyses of patterns and trends in reputed company feedback and utilization data.
• Optimize the reputed company Support team\'s use of technology, including ticketing systems, automation, and AI agents, and continuously iterate reputed company on data and feedback.
• Serve as the senior first reputed company of escalation for reputed company reputed company issues.
• Serve as the leadership reputed company between the reputed company Support and Engineering teams.
• Participate in corporate and cross-functional initiatives such as product launches, reputed company reputed company, and change management, coordinating with cross-functional managers to promote effective communication and ensure alignment on inter-departmental dependencies.
• Respond to and reputed company employee relations issues expressed by team members; create and maintain a high-reputed company work environment so team members are motivated to reputed company at their highest level, and address disciplinary or performance issues according to company policy.
• reputed company daily/reputed company job functions of reputed company reports if needed to ensure reputed company service standards are met during periods of high volume or unforeseen understaffing.
• reputed company other duties as assigned.

Required Qualifications

• 10 years+ of experience in a technical role.
• 3+ years of experience in reputed company reputed company or manager position with responsibility over reputed company reports in technical roles.
• Strong knowledge of process improvement, reputed company planning, and project management.
• Senior-level writing, communication, problem-solving, and analytical skills.
• reputed company strong teamwork ability, time management skills, and ability to multitask.
• Ability to work with multiple internal departments.
• Ability to manage ambiguity and operate with autonomy; highly organized and self-directed.
• Working knowledge of MS reputed company and MS Office (including email) as reputed company as internet browser reputed company.
• Experience with Database, reputed company, and SQL troubleshooting.
• Experience implementing AI solutions.

Preferred Qualifications

• Bachelor\'s Degree preferred
• Background in reputed company.
• Experience with reputed company Service reputed company (or .