Support Team Lead

BOT Consulting; Jaipur; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive salary

Health/wellness packages

Flexible work options

Job summary

BOT Consulting Private Limited is hiring for a Support Team Lead role at Cloudsmith to enhance developer experience and ensure secure, efficient support across the software supply chain.

You will own delivery for the team, be the technical escalation point, and safeguard time for proactive work while guiding a growing technical team.

The role requires 6+ years in technical support, leadership experience, and excellent English communication, with flexible shifts to cover multiple time zones.

Qualifications

• 6+ years in Technical Product Support or similar role
• 2+ years leading & growing technical teams
• Demonstrable coaching and feedback experience
• Ability to create an environment where people feel safe asking questions, taking risks, and escalating mistakes early
• Knowledge of software packaging and distribution concepts and tools
• Experience owning incident response or major incident communications in a customer-facing environment
• Excellent problem-solving and troubleshooting skills
• Strong operational mindset—fixing problems, not just symptoms
• Ability to drive results and ensure delivery through others
• Excellent written and spoken English communication with stakeholders across levels
• Willingness to own and work flexible shifts to support customers in different time zones

Responsibilities

• Day to Day Team Management: own the daily rhythm of the team including work allocation, shift handovers and leave.
• Technical Guidance: act as the escalation point for your team and set quality standards.
• Workflow Delivery: own ticket queue health and prioritisation for predictable delivery of support workflows.
• Team Development: deliver coaching and feedback to improve performance, autonomy, and confidence.
• Mentorship: develop and mentor the team to deliver world class customer support.
• Operations: manage team capacity, shift/on-call rota, and incident communications.
• Metrics & Process: set and achieve support KPIs and build repeatable processes.
• Documentation & Enablement: keep knowledge base/runbooks current for self-service.

Skills

Leadership

Coaching

Communication (English)

Problem solving

Incident management

Team management

Time-zone support

Education

Bachelor's degree in Computer Science or related field

Job description

Bot Consulting Private Limited | Full time

BOT Consulting enables global technology leaders to build, scale, and transition high-performing Global Delivery Centers (GDCs) with speed and precision. By integrating top talent, AI-driven innovation, and a culture-first approach, we simplify global expansion into a seamless, low-risk journey. Our proprietary Build-Operate-Transfer (BOT) model ensures GDCs are rapidly operationalized, culturally aligned, and strategically positioned for long-term success.

Job Description

About Cloudsmith

Cloudsmith is transforming how organizations manage software artifacts and secure their software supply chains. As a fully managed, multi-tenant SaaS platform, we enable organizations to build, secure, and distribute software with confidence.

Built by developers for developers, Cloudsmith is the industry's leading artifact management platform, supporting over 30 package formats across programming languages, container technologies, and operating systems. Our platform combines enterprise-grade artifact management with vulnerability scanning, policy enforcement, and software supply chain security at global scale, serving startups through Fortune 500 organizations.

Backed by leading investors and on an exciting growth journey toward IPO, Cloudsmith is building the critical infrastructure powering modern software delivery worldwide.

About the Role

We are building a team that is responsible for the developer experience. On a daily basis, we work with our customers and the developer community to ensure they are building software that is efficient and secure across the whole supply chain. Our team helps customers troubleshoot and investigate issues, diagnosing and resolving core product-related problems.

As Support Team Lead, you own the delivery and team capability. You are the technical escalation point for your team, the owner of queue health and prioritisation, and the person who protects your team's time so they can do proactive, high-leverage work.

Key Respon sibilities:

• Day To Day Team Management: : Own the daily rhythm of the team including work allocation, shift handovers and leave. Make the required decisions to keep the team progressing. Hold weekly 1:1s and track performance continuously against clear role expectations, so issues are identified and handled efficiently.
• Technical Guidance: Act as the technical escalation point for your team, unblocking complex diagnostic and troubleshooting work and setting the standard for quality.
• Workflow Delivery: Own ticket queue health and prioritisation to ensure predictable, smooth delivery of support workflows.
• Team Development: Deliver consistent coaching and structured feedback that measurably improves team performance, autonomy, and confidence.
• Mentorship: Develop and mentor your team to help them continue to deliver world class Customer Support as we scale
• Operations: Manage team capacity, own the shift and on-call rota, and ensure the team provides world class Incident Communications and Incident Management.
• Metrics & Process: Set and achieve support KPIs (response time, resolution rate, CSAT) with the head of support, and build repeatable processes that improve response quality and speed.
• Documentation & Enablement: Ensure knowledge base articles, runbooks, and internal documentation stays current, so customers can resolve common issues independently.
• Customer Advocacy: Act as a customer advocate within the company, surfacing support trends, feedback, and feature requests to support & success leadership and the product development team to inform roadmap prioritisation.
  

Requirements

Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 6+ years in Technical Product Support or a similar role
• 2+ years leading & growing technical teams
• Demonstrable coaching and feedback experience. You can talk specifically about someone who got measurably better because you managed them
• The ability to create an environment where people feel safe asking questions, taking risks, and escalating mistakes early
• Knowledge of software packaging and distribution concepts and tools.
• Experience owning incident response or major incident communications in a customer-facing environment
• Excellent problem-solving and troubleshooting skills.
• A strong operational mindset - you like fixing problems, not just symptoms.
• Ability to drive results and ensure delivery through others
• An enthusiastic and effective communicator (In English): you should be able to appeal to and communicate with both technical and non-technical listeners alike, and keep stakeholders informed with clear, transparent direction.
• Willingness to own and work flexible shifts to support customers in different time zones.
  

Signs you may be a great fit

• Impact : Play a pivotal role in shaping a rapidly growing venture studio.
• Culture : Thrive in a collaborative, innovative environment that values creativity and ownership.
• Growth : Access to professional development opportunities and mentorship.
• Benefits : Competitive salary, health/wellness packages, and flexible work options.