Team Leader Tech Support - EMEA

Everseen; Maharashtra; Hybrid; INR 800,000 - 1,200,000; Full time

Job summary

Everseen is seeking a Team Leader to guide the Technical Support Team for EMEA regions from India. You will oversee daily operations, manage SLAs, and lead performance reviews while ensuring high-quality customer service and efficient issue resolution.

Strong RHCSA, Linux, and monitoring tool skills are required. You will coordinate with cross-functional teams, mentor staff, and drive process improvements in a fast-paced, global retail analytics environment, with a focus on reliability and

Qualifications

• Bachelor's degree in Information Technology/CSE or related field (or equivalent work experience).
• 4+ years of experience as Supervisor/Team Leader.
• Strong English communication skills.
• RHCSA mandatory.
• Familiarity with Jira and ServiceNow.
• Knowledge of monitoring tools Grafana and Prometheus.
• Experience with Docker and Ansible.
• Familiarity with Linux distributions (CentOS/Ubuntu/Red Hat).
• Strong problem-solving and troubleshooting skills.
• Willingness to work in 24x7 rotational shifts.

Responsibilities

• Oversee day-to-day operations of the Technical Support Team.
• Record and track team SLAs and workflows.
• Schedule regular performance reviews and create development plans.
• Provide feedback and collaborate on improvement actions.
• Foster customer-centric communication with surveys and check-ins.
• Train staff in customer service excellence.
• Ensure proper issue escalation to the appropriate team.
• Escalate major incidents as needed.
• Monitor ticket queues to meet SLAs and update stakeholders.
• Continuously review feedback to prevent recurring issues and improve processes.

Skills

RHCSA

People management

English communication

Linux fundamentals

Education

Bachelor's degree in IT/CSE or related field

Tools

Jira

ServiceNow

Grafana

Prometheus

Docker

Ansible

Job description

Everseen: A leader in vision AI solutions for the world’s leading retailers.

The Role

As a Team Leader - EMEA, you will be responsible for Managing, assisting Team with Linux-based systems to the team, and interacting with the band Members for EMEA region. You will work in the Tech Support team to ensure the smooth operation of all the daily reports and assist team in resolving technical issues and will follow the SLA given by each Band.

Job Responsibilities

• Oversee the day-to-day operations of the Technical Support Team.
• Record and track team SLAs and workflows.
• Schedule regular performance review meetings to discuss achievements, areas for improvement, and career development.
• Provide constructive feedback and work collaboratively to create action plans for improvement.
• Foster open communication with customers through surveys, feedback sessions, and regular check-ins.
• Train employees in excellent customer service and encourage a customer-centric mindset.
• Ensure that all customer Issues are resolved/escalated correctly to respective Team.
• Escalate to management any trending issues and/or incidents that might need to be escalated to a Major Incident
• Monitor ticket queue to meet SLA's and provide quick resolution to the end user community, including updating them when appropriate with the help of Voice Support Team.
• Regularly review customer feedback to identify recurring issues and implement preventive measures.Continuously evaluate and improve management processes based on feedback and performance metrics.

Profile And Skills

• Bachelor's degree, Information Technology/CSE, or a related field (or equivalent work experience).
• 4+ years of experience as Supervisor/ Team Leader
• Good English communication Skills
• Red Hat Certified System Administrator (RHCSA) is mandatory.
• People management skills
• Good knowledge of the ticketing tools such as Jira, Service now.
• Good knowledge of Monitoring tools such as Grafana and Prometheus
• Good knowledge of Docker and Ansible
• Familiarity with Linux distributions (e.g., CentOS, Ubuntu, Red hat).
• Basic understanding of Linux command-line tools and utilities.
• Strong problem-solving and troubleshooting skills.
• Ability to work effectively in a team and adapt to changing priorities.
• Ready to Work in 24*7 Rotational Shifts.

About Everseen

Shrink and inefficiency cost global retailers more than a hundred billion dollars each year. But Everseen is changing that equation. We are a leader in vision AI, transforming business operations for global retailers by reducing shrink, improving operations, and delivering a better customer experience.

Supporting 11 of the top 20 global retailers, Everseen’s AI innovations help retailers save millions of dollars every month. Its flagship product, Evercheck, is deployed in 10,000 retail stores and 150,000 checkouts globally. Everseen operates at unmatched scale, processing over 15 million transactions, and more than six petabytes of video data, daily.

Trusted by major food, drug, mass, and specialty retailers around the world - including Kroger, Meijer, and Woolworths - we also partner with leading hardware, AI, and cloud computing providers such as Google, NVIDIA, NCR, and Dell.

Founded in 2007 and headquartered in Cork, Ireland, Everseen has over 700 employees globally, with a European headquarters in Cork, Ireland, a U.S. headquarters in Miami, and hubs in Romania, Serbia, India, Australia, and Spain.

We are a dedicated team of inventors, research scientists, engineers, AI experts and retail industry veterans. Our culture is built on accountability, collaboration, and high standards. We take ownership of outcomes, prioritise our customers, operate as one team, move quickly with purpose, and continually raise the bar in everything we deliver.

Our Culture

Our culture is built on ownership and accountability, we own outcomes, not tasks. We stay relentlessly customer-first, letting their needs shape our priorities and decisions.

We work as one team: we challenge ideas, align quickly, and commit together. We move with pace, without compromising on simplicity or quality. And every day, we raise the bar, strengthening our talent, pushing innovation forward, and maximizing our impact.

Our Values

We OWN THE OUTCOME. No silos, no excuses.
We ARE CUSTOMER-FIRST. They guide our decisions.
We ARE ONE TEAM. Debate, decide, commit.
We MOVE WITH PACE. With simplicity and quality.
We RAISE THE BAR. On talent, innovation and impact.

Our Commitment

Everseen is committed to creating an environment where everyone can succeed. Our employees should feel a sense of belonging, have an opportunity to grow their careers, and feel free to be their most authentic selves. Everseen takes great pride in the diversity of its global workforce, and insists upon a safe, inclusive workplace where our differences are our collective strength. We treat each other with dignity, and respect, and require all employees, officers, and directors to seek to understand the importance and value to Everseen of diversity, and inclusion.
Everseen is committed to creating a safe environment for all employees and has a zero tolerance policy for bias and discrimination of any kind. Our work environment is one without offensive, hostile, or intimidating conduct, whether verbal, written or physical, in nature. Everseen will not tolerate prejudice or discrimination of any kind including without limitation, where based on aspects such as, race, colour, sex, gender, religion, age, family status, disability of any kind, sexual orientation.