Production Support/Application Support Manager

Few Pointers:

• Java, .NET, Node.js, React etc is good to have not a must have
• Must have working knowledge of microservices
• Must have worked on Monitoring & Improvement tools not necessarily Datadog
• Must be capable to Analyze reports, plan improvements with tech/SEO teams
• Excellent communication skills as will be the single POC for multiple stakeholders
• Must have understanding of technology to discuss issues with stakeholders
• If not 5 days onsite minimum 3 days onsite

Job Summary:

We are looking for an experienced and customer-focused Technical Support Manager to lead our software support team. This role involves managing day-to-day support operations, handling escalations, driving process improvements, and ensuring timely and effective resolution of technical issues for our software products or platforms. The ideal candidate will bring a combination of technical expertise, leadership experience, and a passion for customer satisfaction.

Key Responsibilities:

• Lead and mentor the technical support team in delivering high-quality, responsive support for our software products (SaaS, desktop, or mobile).
• Oversee ticket queues, prioritize critical issues, and ensure resolution within defined SLAs.
• Serve as the escalation point for complex or high-priority technical issues and customer concerns.
• Work closely with engineering, product management, and QA teams to resolve recurring problems and drive product improvements.
• Analyze support metrics and customer feedback to identify trends, root causes, and improvement opportunities.
• Maintain and improve internal knowledge bases, FAQs, and technical documentation.
• Recruit, train, and develop support engineers and specialists to maintain a high-performing team.
• Contribute to customer onboarding, training, and product rollout processes when needed.
• Implement best practices in incident management, problem management, and service delivery.
• Ensure compliance with data security, privacy policies, and customer SLAs.

Required Skills & Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 10+ years of experience in technical support, with at least 5 years in a managerial or team lead role within a software company.
• Strong technical understanding of modern software stacks that includes (Java, .NET, Node.js, React, SQL/NoSQL, REST APIs).
• Strong expertise in handling public facing websites that includes Real User Monitoring with RUM tools like Datadog
• Strong Experience with SaaS platforms, cloud infrastructure (AWS, Azure, Google Cloud Platform), or DevOps tools (Docker, Kubernetes) is preferred.
• Hands-on knowledge of ticketing and support tools like Azure Devops, Jira, Zendesk, Freshdesk, or ServiceNow.
• Exceptional communication, leadership, and problem-solving skills.
• Strong customer focus and ability to handle challenging situations professionally.