Tech Support Manager

Keywords Intl1; Pune District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Keywords Intl1 in Pune is seeking an experienced leader to drive the Technical Support Engineering team and own the customer experience for strategic accounts. You will mentor engineers, manage escalations, and coordinate cross-functional incident response to ensure service reliability.

The role requires strong leadership, hands-on incident management, and a proven ability to partner with Customer Success and Sales teams for enterprise customers.

Qualifications

• Proven track record leading a technical support team with measurable outcomes.
• Strong understanding of SLA frameworks and incident management lifecycle.
• Excellent communication with enterprise customers and stakeholders.
• Ability to drive cross-functional initiatives and process improvements.

Responsibilities

• Lead, mentor, and develop a team of Technical Support Engineers.
• 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 on strategic accounts.
• Participate in customer calls for escalations and complex issues.
• Ensure clear, proactive customer communications and strong relationships.
• Drive RCA, post-incident reviews, and preventive actions.
• Coordinate incident response across functions and maintain timelines.
• Forecast demand, optimize staffing, and support operations metrics.

Skills

People Leadership

Team Management

Escalation Management

Incident Management

Customer Success

KPI / SLA Tracking

Cross-functional Collaboration

Automation / Documentation

Tools

Jira

ServiceNow

Job description

1. People Leadership & Team Management

• 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.

3. Technical Escalation Management

• 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
• BacklogEscalation volume
• Resolution efficiency
• Customer-impacting incidents
• 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:

• Engineering — product defects, technical escalations, incident resolution.
• Product Management — customer feedback, feature gaps, product improvements.
• 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
• Troubleshooting guides
• Known issues
• Support communication
• Escalation paths
• Provide customer-impact feedback before and after major releases.