Job Description

We are looking for a skilled and customer-focused Technical Support Lead to manage our support team, ensure high service quality, and drive continuous improvement in user satisfaction. This role involves supervising support operations, mentoring team members, and handling escalations for software and IT product-related issues.

Key Responsibilities:

• Lead a team of technical support engineers, assign tasks, and monitor performance

• Ensure timely resolution of technical issues (L1/L2) via email, chat, and calls

• Handle client escalations and ensure SLA adherence

• Collaborate with product, development, and QA teams for issue resolution and updates

• Maintain detailed documentation, including FAQs, SOPs, and support knowledge base

• Train and mentor junior staff to improve technical and communication skills

• Analyze support tickets to identify recurring issues and drive improvements

• Provide regular reports on team performance, issue trends, and customer feedback