Manager Technical Support
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
About us
Exotel is one of Southeast Asias largest cloud telephony companies. We aim to change the way enterprises look at customer communication. We build the best-in-class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber Ola Go-Jek Redbus Flipkart Quikr PractoLazada and Redmart to name a few.
We are a young company with humble beginnings in 2011 that grew from a 3-member team to 150 employees in 2018. Our technology has connected 85 million people powered 1.2 billion customer calls powered 3.2 billion voice API calls and 3.2 billion business SMS. Read our 2018 growth storyhere.
About the Role
We are looking for a Manager Technical Support (Elite Customers) who will own the end-to-end support experience for a portfolio of high-value enterprise customers. These customers run business-critical operations on our platform and require high responsiveness professionalism and proactive engagement.
This role goes beyond traditional ticket management. The manager will act as the operational face of the organization for enterprise support ensuring reliability accountability and customer confidence in the platform. The success of this role will directly impact customer satisfaction platform adoption and retention (churn prevention).
You will lead a dedicated support POD consisting of senior support engineers handling critical customers where service quality and response time are extremely important.
What You Will Own
Enterprise Customer Support Ownership
Own the overall support experience for assigned enterprise accounts.
Ensure high responsiveness and structured communication during incidents.
Build customer confidence through professional engagement and proactive updates.
Handle demanding customers and difficult situations with maturity and accountability.
Act as the operational point of contact during escalations and critical incidents.
Incident & Escalation Management
Serve as the escalation owner for Severity-1 and Severity-2 issues.
Lead incident bridges and coordinate across Product Engineering DevOps and Infra teams.
Provide clear customer communication including impact articulation workaround and ETA.
Drive faster restoration of service during outages or partial degradation.
Conduct post-incident reviews (RCA) and ensure preventive actions are implemented.
Responsiveness & Service Quality
Ensure strict adherence to response and resolution SLAs.
Drive first-response quality communication quality and customer handling standards.
Monitor support performance across first response time update frequency resolution time and escalation handling.
Implement structured follow-ups and proactive updates for critical tickets.
Customer Retention & Risk Management
Identify churn signals: repeated escalations recurring issues dissatisfaction low adoption.
Work closely with Customer Success / Account Management teams on at-risk accounts.
Conduct service review discussions for key customers when needed.
Build recovery plans for escalated or unhappy customers.
Improve customer confidence after incidents.
Team Leadership & POD Management
Lead and mentor a team of Technical Support Engineers.
Drive accountability ownership and professional customer handling.
Ensure engineers understand business impact not just technical resolution.
Manage manpower planning shift coverage on-call rotations performance management training & coaching.
Operational Excellence & Continuous Improvement
Improve support workflows ticket triaging and escalation processes.
Reduce repeat issues through problem management and engineering feedback.
Build and maintain runbooks and troubleshooting playbooks.
Introduce automation and AI-driven support efficiency where applicable.
Drive documentation and knowledge management across the team.
Cross-Functional Collaboration
Partner with Product Engineering and Professional Services teams to resolve customer issues faster.
Represent customer pain points internally and push for platform improvements.
Participate in internal reviews and leadership discussions on support performance and reliability.
Required Skills & Experience
1012 years experience in Technical Support / Customer Support / Production Support in SaaS CCaaS Telecom or Enterprise Software environments.
5 years of experience managing a technical support team.
Experience handling enterprise or high-value customers.
Strong incident management and escalation handling experience.
Ability to manage high-pressure customer situations and critical outages.
Excellent written and verbal communication skills (customer-facing maturity is mandatory).
Strong understanding of APIs networking concepts Linux/Unix databases and application troubleshooting.
Experience coordinating with Engineering and Product teams.
Ability to manage multiple priorities simultaneously.
What Will Make You Successful in This Role
You remain calm and structured during outages.
You can handle aggressive customers professionally.
You understand business impact not just technical fixes.
You focus on prevention not only resolution.
You build customer trust after incidents.
Key Performance Indicators (KPIs)
SLA adherence (Response & Resolution)
Customer satisfaction (CSAT / feedback)
Escalation reduction
Incident communication quality
Repeat issue reduction
Enterprise customer retention / churn risk reduction
Required Experience:
Manager
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
