Technical Support Manager

CIEL HR; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive compensation

Performance rewards

Growth-focused environment

Job summary

CIEL HR in Bengaluru/Bangalore is seeking a results-oriented Support Manager to lead our support operations. The role emphasizes SQL proficiency, team leadership, customer engagement, and MIS reporting.

You will mentor a team of support executives and analysts, define SLAs, and coordinate with Product, Engineering, and Sales to deliver resolutions and drive continuous process improvements, while fluent English and Hindi are preferred.

Qualifications

• Minimum 5+ years in support operations with leadership experience.
• Bachelor's degree in IT/CS or related field.
• Strong SQL skills for data analysis and troubleshooting.
• Proficient in MS Excel; knowledge of Power BI or Tableau is a plus.

Responsibilities

• Lead and mentor a team of support executives and analysts.
• Define SLAs and monitor KPIs to drive performance.
• Coordinate with Product, Engineering and Sales to resolve issues.
• Drive process improvements based on customer feedback.

Skills

SQL

Team leadership

Customer engagement

MIS reporting

Excel

Power BI

Tableau

Education

Bachelor's degree in IT / Computer Science

Tools

Zendesk

Jira

Freshdesk

Job description

Location: Chennai / Bangalore

Experience: 5 to 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.

Key Responsibilities

• 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.

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.

Why Join Us?

• Be part of a dynamic and tech-driven company.
• Opportunity to lead impactful support initiatives.
• Friendly and growth-focused work environment.
• Attractive compensation and performance rewards