drjobs Manager, Technical Support Engineering,Technical Support

Manager, Technical Support Engineering,Technical Support

Employer Active

1 Vacancy
drjobs

Job Alert

You will be updated with latest job alerts via email
Valid email field required
Send jobs
Send me jobs like this
drjobs

Job Alert

You will be updated with latest job alerts via email

Valid email field required
Send jobs
Job Location drjobs

Pune - India

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Job Title: Technical Support Manager

Location: Pune India

Department: Technical Support

Type: Full-Time

Job Summary:
We are seeking an experienced and proactive Technical Support Manager to lead a team of support engineers responsible for delivering high-quality technical assistance to customers. The ideal candidate will oversee daily operations ensure timely resolution of issues and foster a culture of continuous improvement and learning. This role requires strong leadership excellent problem-solving abilities and a passion for delivering exceptional customer support.

Key Responsibilities:

  • Manage mentor and develop a team of technical support engineers.
  • Ensure smooth daily operations including case triage phone support and ticket management.
  • Act as an escalation point for complex or high-priority technical issues.
  • Collaborate with cross-functional and global teams to drive alignment and service consistency.
  • Monitor team performance through dashboards KPIs and service-level metrics.
  • Identify trends and communicate insights to improve customer experience.
  • Lead recruitment onboarding and training efforts for the support team.
  • Participate in support strategy planning and process improvements.
  • Stay current with SAS technologies third-party tools and industry trends.
  • Ensure compliance with internal policies and customer expectations.
  • Contribute to product lifecycle feedback based on customer interactions.

Qualifications:

  • 5 years of experience in technical support or a related field including 2 years leading a frontline support team.
  • Bachelors degree in Computer Science Engineering or related discipline.
  • Proven experience managing enterprise software support teams.
  • Strong knowledge of ticketing systems (e.g. ServiceNow) and support tools.
  • Excellent communication interpersonal and decision-making skills.
  • Ability to manage priorities in a fast-paced multitasking environment.
  • Experience with SAS software is a strong advantage.
  • Strong customer service orientation and ability to advocate for clients.
  • Demonstrated ability to lead team development and growth initiatives.

Diverse and Inclusive

At SAS its not about fitting into our culture its about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership all the way up to the top; and its essential to who we are. To put it plainly: you are welcome here.

Additional Information:

SAS only sends emails from verified email addresses and never asks for sensitive personal information or money. If you have any doubts about the authenticity of any type of communication from or on behalf of SAS please contact

#SAS


Required Experience:

Manager

Employment Type

Unclear

About Company

Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.