About the job
Location: Remote - Work from home
Shift: Primarily 02:00 PM - 10:30 PM IST (with flexibility for overlap and critical escalations across time zones as needed)
Experience: A minimum of 5 years in technical support, including 2-3 years in a leadership role.
Overview
Are you passionate about tackling complex client challenges in an innovative tech environment?
Join us! We are seeking a dynamic and proactive Customer Support Manager to lead our technical support team across multiple tiers (L1, L2 & L3 Support). This role demands a robust background in AWS services along with a practical understanding of managed IT support operations. The perfect candidate will not only navigate the team in compliance with established processes but will also engage in hands-on problem-solving and continuous improvement. This is a hands-on leadership position, ensuring seamless service delivery and prompt issue resolution aligned with defined Service Level Agreements (SLAs).
Key Responsibilities:
- Lead & Develop Support Team: Oversee, mentor, and schedule a distributed L1, L2, and L3 support team, optimizing workload and resource allocation to achieve service targets.
- Drive Incident & Problem Resolution: Guarantee timely incident resolution, adherence to SLAs, serve as a primary escalation point for critical technical issues, and spearhead post-incident reviews (RCA).
- Optimize Service Delivery: Manage and enhance support operations (Incident, Problem, Change Management), identify trends, and implement process improvements or automation as operations scale (e.g., to 16x5, 24x7).
- Ensure Effective Communication & Reporting: Establish client communication channels, lead regular review meetings to discuss performance and trends, and prepare periodic reports on key service metrics.

