Technical Support Lead

CIEL HR; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

CIEL HR seeks a result-oriented Support Manager to steer our support operations. The role emphasizes SQL troubleshooting, team leadership, and stakeholder communication, with a focus on client engagement in Hindi where required.

You will manage a team of support executives, define SLAs, and drive analytical MIS reporting to identify trends and improvements across regions.

Qualifications

• Bachelor's degree in IT, Computer Science, or a related field.
• 5+ years in support operations with at least 2 years in leadership.
• Strong SQL skills (joins, filtering, data troubleshooting).
• Excellent Excel; knowledge of Power BI or Tableau is a plus.
• Fluent in English; Hindi proficiency is highly desirable.

Responsibilities

• Lead and mentor a team of support executives and analysts.
• Define SLAs and monitor KPIs; conduct performance reviews and training.
• Handle escalations and maintain high customer satisfaction.
• Communicate with Hindi-speaking clients as needed.
• Prepare MIS reports and analyze support trends.

Skills

SQL

Team leadership

MIS reporting

Excel

BI tools

Hindi communication

Stakeholder management

Analytical thinking

Customer engagement

Education

Bachelor's degree in IT/CS

Tools

Zendesk

Jira

Freshdesk

Job description

Location: Chennai / Bangalore

Experience: 5- 8 years

Department: Customer Success / Technical Support

Reports To: Head of Operations / Delivery Manager

Job Summary

We are seeking a result-oriented Support Manager to lead our support operations team. The ideal candidate should have strong skills in SQL, team handling, customer engagement, and MIS reporting. Proficiency in Hindi is highly preferred to manage clients and team members across regions.

Team Management

• Manage and mentor a team of support executives and analysts.
• Define SLAs and monitor performance against KPIs.
• Conduct performance reviews, training, and team development activities.

Customer Engagement

• Handle escalations and ensure timely resolution of customer issues.
• Maintain a high level of customer satisfaction and client relationships.
• Communicate effectively with Hindi-speaking clients as needed.

SQL & Data Management

• Use SQL to troubleshoot data-related issues and extract meaningful insights.
• Collaborate with technical teams to resolve backend problems.

MIS Reporting

• Prepare and maintain MIS reports (daily/weekly/monthly).
• Analyze support trends and recommend improvements.
• Use Excel and BI tools to present reports to stakeholders.

Stakeholder Coordination

• Liaise with Product, Engineering, and Sales teams for issue resolution.
• Work with leadership to improve processes based on customer feedback.

Requirements

• Bachelor's degree in IT, Computer Science, or a related field.
• 5+ years in support operations, with at least 2 years in a leadership role.
• Strong SQL skills (Joins, filtering, data troubleshooting).
• Excellent in Excel; knowledge of Power BI or Tableau is a plus.
• Fluent in English; proficiency in Hindi is highly desirable.
• Strong analytical, communication, and stakeholder management skills.

Preferred Qualifications

• Experience in a SaaS, B2B support, or IT services environment.
• Familiarity with tools like Zendesk, Jira, Freshdesk, etc.
• Knowledge of ITIL processes or ITSM tools.