Team Leader Technical Support

Movate; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Movate is seeking an experienced Technical Support Leader to drive a high‑performing, KPI‑driven team in Chennai. The role emphasizes coaching engineers and SMEs, resolving complex hardware and software issues, and ensuring adherence to SOPs.

You will mentor staff, monitor metrics, and collaborate with product and engineering teams. The ideal candidate has hands‑on networking knowledge, experience with IoT ecosystems, and a proven track record in customer escalations, training, and

Qualifications

• Strong leadership and people management experience in a technical support environment.
• Excellent written and verbal communication skills.
• Advanced troubleshooting knowledge of: IP and analog security cameras; Networking fundamentals (Wi‑Fi, routers, modems, ports, IP addressing); Mobile apps, cloud services, and firmware updates; PC/Mac and mobile device configurations.
• Ability to analyze performance data and translate it into actionable plans.
• Strong problem‑solving and decision‑making abilities.
• Experience managing escalated customer interactions.
• Proficient in CRM systems, ticketing tools, and Microsoft Office.
• Ability to multitask across multiple tools and applications.
• Minimum 1–2 years of experience in technical support leadership.
• Call center experience in a consumer electronics or IoT environment is a strong asset.

Responsibilities

• Drive and manage overall team performance to meet KPIs including CSAT, FCR, AHT, Quality, and Productivity.
• Provide real-time coaching, guidance, and support to technical support agents and SMEs.
• Handle complex customer escalations related to hardware, software, networking, and system configuration issues.
• Act as the primary point of contact for process or product-related inquiries that require advanced troubleshooting.
• Monitor daily performance metrics and implement action plans to address performance gaps.
• Conduct regular call monitoring and deliver structured feedback and coaching sessions.
• Ensure agents follow troubleshooting standards, SOPs, and quality guidelines.
• Collaborate with training teams to identify knowledge gaps and improve training content.
• Create and maintain process documentation, troubleshooting guides, and knowledge base articles.
• Strong hands‑on experience troubleshooting home and prosumer networking environments, including TCP/IP, DHCP, DNS, NAT, and IPv6.
• Solid understanding of Wi‑Fi technologies (802.11 standards, roaming, band steering, and interference) and mesh networking systems.
• Experience with ISP integration, including bridge mode, modem/router interoperability, and double NAT scenarios.
• Knowledge of advanced networking features such as VPN (client and pass‑through), guest networks, parental controls, and access management.
• Experience supporting mobile app connectivity, cloud‑based device management, and account‑related issues.
• Proficiency troubleshooting connectivity across Windows, macOS, iOS, and Android devices.
• Experience with smart home and IoT devices, including onboarding and ecosystem integration (e.g., Alexa, Google Home, Apple HomeKit, Matter/Thread).
• Familiarity with gaming and streaming requirements, including NAT types, QoS, UPnP, and high bandwidth use cases.
• Working knowledge of cellular networking concepts, including LTE/5G connectivity, SIM/eSIM activation, and mobile network troubleshooting.
• Strong problem‑solving skills with the ability to diagnose complex issues, document findings, and collaborate with engineering teams.

Skills

Leadership

Communication

Troubleshooting

Networking basics

Mobile apps & cloud

Device configurations

Performance analytics

Problem solving

Escalation management

CRM & ticketing

Multitasking

Experience level

Call center asset

Job description

• Drive and manage overall team performance to consistently meet or exceed KPIs including CSAT, FCR, AHT, Quality, and Productivity
• Provide real-time coaching, guidance, and support to technical support agents and SMEs
• Handle complex customer escalations related to hardware, software, networking, and system configuration issues
• Act as the primary point of contact for process or product-related inquiries that require advanced troubleshooting
• Monitor daily performance metrics and implement action plans to address performance gaps
• Conduct regular call monitoring and deliver structured feedback and coaching sessions
• Ensure agents follow troubleshooting standards, SOPs, and quality guidelines
• Collaborate with training teams to identify knowledge gaps and improve training content
• Create and maintain process documentation, troubleshooting guides, and knowledge base articles
• Strong hands‑on experience troubleshooting home and prosumer networking environments, including TCP/IP, DHCP, DNS, NAT, and IPv6.
• Solid understanding of Wi‑Fi technologies (802.11 standards, roaming, band steering, and interference) and mesh networking systems.
• Experience with ISP integration, including bridge mode, modem/router interoperability, and double NAT scenarios.
• Knowledge of advanced networking features such as VPN (client and pass‑through), guest networks, parental controls, and access management.
• Experience supporting mobile app connectivity, cloud‑based device management, and account‑related issues.
• Proficiency troubleshooting connectivity across Windows, macOS, iOS, and Android devices.
• Experience with smart home and IoT devices, including onboarding and ecosystem integration (e.g., Alexa, Google Home, Apple HomeKit, Matter/Thread).
• Familiarity with gaming and streaming requirements, including NAT types, QoS, UPnP, and high bandwidth use cases.
• Working knowledge of cellular networking concepts, including LTE/5G connectivity, SIM/eSIM activation, and mobile network troubleshooting.
• Strong problem‑solving skills with the ability to diagnose complex issues, document findings, and collaborate with engineering teams.

Required Skills & Qualifications

• Strong leadership and people management experience in a technical support environment
• Excellent written and verbal communication skills
• Advanced troubleshooting knowledge of:
• IP and analog security cameras
• Networking fundamentals (Wi‑Fi, routers, modems, ports, IP addressing)
• Mobile apps, cloud services, and firmware updates
• PC/Mac and mobile device configurations
• Ability to analyze performance data and translate it into actionable plans
• Strong problem‑solving and decision‑making abilities
• Experience managing escalated customer interactions
• Proficient in CRM systems, ticketing tools, and Microsoft Office
• Ability to multitask across multiple tools and applications
• Minimum 1–2 years of experience in technical support leadership
• Call center experience in a consumer electronics or IoT environment is a strong asset

Core Competencies

• Customer First Mindset
• Ownership & Accountability
• Analytical Thinking
• Coaching & Development
• Sense of Urgency
• Results Orientation