Technical/Software Support Team Lead

Technical / Software Support Team LeadAbout the Role

We are looking for an experienced Technical/Software Support Team Lead to lead our Technical Support team in delivering exceptional customer service for our software and hardware solutions. The ideal candidate is a hands-on technical leader with strong troubleshooting expertise, proven team management skills, and a passion for improving customer experience and support operations.

In this role, you will oversee daily support activities, mentor a team of Technical Support Engineers, manage customer escalations, collaborate with cross-functional teams, and drive continuous process improvements to ensure operational excellence.

Key ResponsibilitiesTeam Leadership

Lead, mentor, coach, and develop a high-performing Technical Support team.

Allocate, prioritize, and monitor support tickets while ensuring SLA compliance.

Conduct regular one-on-one meetings, team reviews, and technical knowledge-sharing sessions.

Foster a collaborative, customer-first, and performance-driven work environment.

Plan team schedules, workload distribution, and resource utilization.

Technical Support & Incident Management

Act as the primary escalation point for complex software and hardware issues.

Ensure timely diagnosis, troubleshooting, and resolution of customer incidents.

Collaborate with Engineering, Product, and QA teams to resolve product defects and improve system reliability.

Monitor ticket queues, escalations, and customer communications to maintain high service standards.

Drive root cause analysis and implement preventive actions for recurring issues.

Process Improvement

Continuously improve support workflows, processes, and operational efficiency.

Create and maintain knowledge base articles, SOPs, troubleshooting guides, and technical documentation.

Identify automation opportunities to reduce repetitive tasks and improve productivity.

Implement and maintain ITIL-based service management best practices where applicable.

Customer Success

Deliver an outstanding customer experience through proactive communication and issue ownership.

Manage critical customer escalations professionally and effectively.

Analyze customer feedback and support trends to recommend product and service improvements.

Partner with Customer Success, Product, and Account Management teams to enhance customer satisfaction and retention.

Reporting & Performance Management

Track, analyze, and report key support KPIs, including:

SLA Compliance

First Response Time (FRT)

Average Resolution Time (ART)

Customer Satisfaction (CSAT)

Ticket Backlog

Escalation Trends

Team Productivity

Prepare weekly and monthly operational performance reports.

Use data-driven insights to identify improvement opportunities and implement corrective actions.

Required Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline (or equivalent practical experience).

5–8 years of experience in Technical Support, Software Support, or IT Support.

Minimum 2–3 years of experience leading or mentoring a Technical Support team.

Strong expertise in software and hardware troubleshooting.

Good knowledge of Windows, Linux, networking fundamentals, databases, and web technologies.

Experience managing customer escalations and maintaining SLA-driven support environments.

Excellent analytical, problem-solving, and decision-making abilities.

Strong verbal and written communication skills.

Preferred Qualifications

Experience supporting SaaS or Cloud-based applications.

Hands-on experience with ticketing platforms such as Jira, Zendesk, Freshdesk, or ServiceNow.

Knowledge of ITIL processes and service management practices.

Experience with monitoring, logging, and diagnostic tools.

Exposure to SQL, APIs, cloud platforms, or scripting is an added advantage.

Key Skills

Technical Support Leadership

Team Management & Coaching

Software & Hardware Troubleshooting

Incident & Problem Management

Customer Escalation Management

SLA & KPI Management

ITIL & Service Management

Root Cause Analysis (RCA)

Process Improvement & Automation

Customer Success

Cross-functional Collaboration

Excellent Communication

What We Offer

Opportunity to lead a growing technical support organization.

Collaborative and innovative work environment.

Professional development and career growth opportunities.

Exposure to modern technologies and enterprise customers.

Competitive compensation and benefits package.

Job Details

Role: Technical / Software Support Team Lead Experience: 5–8 Years Employment Type: Full-time Department: Customer Support / Technical Support Location: Sola , Ahmedabad Work Mode: On-site

Pay: From ₹30,000.00 per month

Benefits:

Health insurance

Paid sick time

Provident Fund

Work Location: In person