Technical Support Lead
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Role Overview
The Tech Support Team Lead will be responsible for driving smooth operations of the Tech Support function by managing escalations shift coverage and ticket resolution. This role requires strong technical expertise customer empathy and leadership skills to guide the team ensure SLA adherence handle incident management and collaborate closely with Product and Engineering for root cause analysis and continuous improvement.
Role & Responsibilities
Lead the Tech Support team by managing ticket queues escalations and shift schedules for smooth operations.
Debug complex technical issues and guide engineers on reproducing analysing and resolving them.
Mentor and upskill the team on debugging techniques new product releases and support best practices.
Ensure SLA adherence by tracking key performance metrics (SLA backlog escalations resolution times).
Act as the first escalation point for the team ensuring clear customer communication and effective coordination with L3/Engineering.
Drive incident management during major issues including timely updates cross-team coordination and RCA closure.
Maintain and evolve the team knowledge base and SOPs to promote consistency and faster resolution.
Build deep product knowledge of Exotels tech stack features and releases to support complex issue analysis.
Identify recurring issues by correlating bugs events and feature behaviour with customer-reported problems; collaborate with Product/Engineering to close gaps.
Champion process improvements automation and tooling to boost efficiency and reduce repetitive work.
Foster a culture of technical depth ownership and customer empathy within the team
Must-Have Skills
Engineering / BSc / equivalent degree with 69 years of relevant experience.
Experience in a SaaS-based company (cloud telephony communications or related domains preferred).
Experience in leading or technically guiding support teams including handling escalations and coverage planning.
Strong expertise in Linux CLI networking and distributed systems troubleshooting.
Hands-on experience with datastores such as MySQL Elasticsearch Redis or MongoDB.
Proficiency in at least one programming language (Go Python or PHP).
Good understanding of microservices architecture and REST APIs.
Strong communication skills with the ability to manage stakeholders and maintain a customer-first approach.
Experience with monitoring/observability tools (Grafana Kibana Prometheus etc.).
Good-to-Have Skills
- Knowledge of SIP / VOIP / WebRTC.
