Tech support manager

Helpshift; Pune District; Presencial; INR 3.000.000 - 5.000.000; Jornada completa

Descripción de la vacante

Helpshift is seeking a senior leader to own and elevate the Technical Support organization in Pune. You will lead a global-coverage team of Technical Support Engineers, setting clear goals, coaching on technical and leadership skills, and driving continuous improvement across processes, tools, and knowledge management.

You will partner with Engineering, Product, and Customer Success to resolve critical issues, ensure high customer satisfaction, and scale support capacity for expanding product

Responsabilidades

• Lead, mentor, and develop a team of Technical Support Engineers.
• Establish KPIs, performance standards, and conduct regular reviews.
• Drive incident and problem management, RCA, and post-incident reviews.
• Manage capacity planning, SLA adherence, and support operations metrics.
• Collaborate cross-functionally with Customer Success, Engineering, QA, Infrastructure, and Product teams.
• Develop knowledge base, runbooks, and automation to improve support efficiency.

Descripción del empleo

• Lead, mentor, and develop a team of Technical Support Engineers.
• Establish clear goals, expectations, KPIs, and performance standards.
• Conduct regular 1:1s, performance reviews, coaching sessions, and career-development discussions.
• Build technical and leadership capabilities within the team through structured training and mentoring.
• Identify skill gaps and create training and cross-training plans.
• Manage shift coverage and ensure adequate support capacity across global time zones.
• Foster a culture of ownership, accountability, collaboration, and continuous improvement.
• Identify high-potential team members and create opportunities for career progression.

2. Customer & Enterprise Support

• Own the overall technical support experience for assigned customers and customer segments.
• Provide leadership oversight for critical and complex customer issues.
• Partner with Customer Success and Account Management teams on strategic and enterprise accounts.
• Participate in customer calls for critical escalations and technically complex issues.
• Ensure customer issues are communicated clearly, proactively, and professionally.
• Build strong relationships with technical stakeholders at strategic customers.
• Identify recurring customer pain points and drive them toward permanent solutions.
• Act as an escalation point for complex technical issues that cannot be resolved by frontline support.
• Drive investigation of issues involving APIs, SDKs, integrations, web technologies, authentication, data, infrastructure, and third‑party systems.
• Work closely with Engineering and Product teams to troubleshoot product defects and technical issues.
• Ensure escalated Jira issues contain accurate technical information, reproduction steps, logs, impact, and customer context.
• Maintain ownership until the issue is resolved and appropriately communicated to the customer.
• Ensure SLA commitments are consistently met.

4. Incident & Problem Management

• Lead or support P0/P1 critical incidents and customer‑impacting outages.
• Coordinate incident response across Support, Engineering, Product, Infrastructure, and Customer Success.
• Ensure timely internal and external communication during major incidents.
• Maintain incident timelines, action items, and stakeholder communication.
• Drive Root Cause Analysis (RCA) and post‑incident reviews.
• Track corrective and preventive actions to completion.
• Identify recurring incidents and initiate Problem Management activities.
• Continuously improve incident response and escalation processes.

5. Support Operations & SLA Management

• Own support operational metrics including:
• CSAT
• Time to First Response (TTFR)
• Time to Resolution (TTR)
• SLA adherence
• Backlog
• Monitor team performance and identify operational trends.
• Build dashboards and reports for leadership.
• Conduct regular operational reviews and establish improvement plans.
• Optimize workflows, queues, staffing, and escalation processes.
• Ensure support processes are documented, followed, and continuously improved.

6. Cross-Functional Collaboration

Work closely with:

• Customer Success / Account Management — enterprise customers and strategic escalations.
• QA — reproductions, validation, and regression testing.
• Infrastructure / DevOps — platform incidents, monitoring, performance, and reliability.
• Professional Services / Solutions Engineering — complex implementations and integrations.

Represent the voice of the customer internally and ensure customer‑impacting issues receive appropriate visibility.

7. Knowledge Management & Automation

• Drive creation and maintenance of technical documentation and Knowledge Base content.
• Establish documentation standards for troubleshooting and known issues.
• Identify repetitive support activities suitable for automation.
• Encourage the use of scripts, APIs, dashboards, AI, and automation to improve support efficiency.
• Develop troubleshooting guides, runbooks, escalation templates, and internal playbooks.
• Promote self‑service capabilities to reduce repetitive support volume.

8. Capacity Planning & Support Strategy

• Forecast support demand based on customer growth, product adoption, historical ticket volumes, and upcoming releases.
• Develop staffing and capacity plans aligned with business growth.
• Identify opportunities to improve support scalability without compromising customer experience.
• Participate in hiring and workforce planning.
• Establish support coverage models for global customers and critical accounts.
• Partner with leadership on long‑term support strategy and organizational planning.

9. Product & Release Readiness

• Partner with Product and Engineering teams during major product releases.
• Ensure Support is adequately prepared for new features and product changes.
• Drive release‑readiness activities including:
• Product training
• Documentation
• Known issues
• Support communication
• Provide customer‑impact feedback before and after major releases.