Technical Support Manager

ManageArtworks; Chennai District; On-site; INR 2,400,000 - 3,600,000; Full time

Job summary

ManageArtworks in Chennai, India is seeking an experienced Manager – Technical Support to lead the Technical Support team and ensure exceptional customer service. You will drive timely ticket resolution, manage escalations, and maintain SLA compliance while coaching a high-performing team.

You will collaborate with Product, QA, and Delivery & Operations to deliver outstanding experiences for Indian and global clients, mentoring engineers and optimizing support processes across the org.

Qualifications

• 8–12 years of experience in Customer Support, Application Support, or Technical Support in SaaS/B2B software.
• 3–5 years of experience managing customer support teams.
• Proven ability to handle escalations and enterprise relationships.
• Experience with global clients is preferred.
• Strong SLA adherence and process improvement track record.
• Excellent verbal and written communication, stakeholder management, and conflict resolution.

Responsibilities

• Lead and mentor a team of Customer Support Engineers.
• Own end-to-end support operations and SLA commitments.
• Monitor queues, prioritize issues, and distribute workload.
• Serve as primary escalation point for complex issues and resolve them empathetically.
• Collaborate with Product, Engineering, QA, and Operations to improve customer experience.
• Review support metrics and identify improvement opportunities.
• Develop and maintain knowledge base, SOPs, and support documentation.
• Coordinate with stakeholders during product releases and updates.
• Drive continuous improvement in processes and operational efficiency.
• Coach team members and provide performance feedback.

Skills

Customer service

Stakeholder management

Negotiation

Conflict resolution

Analytical thinking

Communication skills

Education

Bachelor's degree in IT/CS or related field

Tools

Ticketing systems

CRM platforms

Job description

ManageArtworks (A flagship product brought to you by Karomi, a leading Enterprise SaaS provider) enables 4000 leading Global and Indian brands. We offer everything to get artwork projects going & manage every step of the packaging and artwork process. Companies reach markets faster with our end-end packaging & artwork management system while achieving 100% compliance.

Overview

We are looking for an experienced Manager – Technical Support to lead our Technical Support team. The ideal candidate will be responsible for ensuring exceptional customer service by driving timely ticket resolution, managing customer escalations, maintaining SLA compliance, and coaching a high-performing support team. This role requires close collaboration with Product, QA, and Delivery & Operations to deliver an outstanding customer experience to Indian and global clients.

• Lead and mentor a team of Customer Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement.
• Own the end-to-end support operations, ensuring timely resolution of customer tickets while consistently meeting SLA commitments.
• Monitor ticket queues, prioritize critical issues, and ensure efficient workload distribution across the team.
• Act as the primary escalation point for complex customer issues and drive them to successful resolution with empathy and professionalism.
• Collaborate with Product, Engineering, QA, and Operations teams to resolve product issues and improve overall customer experience.
• Conduct regular reviews of support metrics, SLA performance, ticket trends, and customer feedback to identify improvement opportunities.
• Analyze recurring issues and work with internal stakeholders to implement preventive measures and process improvements.
• Develop and maintain support documentation, knowledge base articles, FAQs, and standard operating procedures.
• Support product releases by validating fixes, coordinating customer communication, and ensuring smooth rollout of updates.
• Drive continuous improvement initiatives to enhance support processes, operational efficiency, and customer satisfaction.
• Train, coach, and develop team members through regular feedback, performance reviews, and skill development initiatives.
• Prepare and present support performance reports, customer insights, and operational metrics to leadership.

Key Requirements

• 8–12 years of experience in Customer Support, Application Support, or Technical Support, preferably in a SaaS or B2B software environment
• 3–5 years of experience managing customer support teams
• Strong experience handling customer escalations and managing enterprise customer relationships
• Experience handling global clients will be preferred
• Proven track record of driving SLA adherence and operational excellence.
• Excellent customer service, stakeholder management, negotiation, and conflict resolution skills
• Strong analytical and problem-solving abilities with a data-driven mindset
• Experience working with ticketing systems, CRM platforms, and support tools
• Good understanding of SDLC and application maintenance processes
• Ability to work effectively with cross-functional teams
• Excellent verbal and written communication skills