# Tech Support Manager

> Keywords Studios · Pune, India (Hybrid) · — · Posted 2026-09-30

**Workplace:** hybrid

**Department:** Helpshift India

## Description

### 1\. People Leadership & Team Management

-   Lead, mentor, and develop a team of Technical Support Engineers.
-   Establish clear goals, expectations, KPIs, and performance standards.
-   Conduct regular 1:1s, performance reviews, coaching sessions, and career-development discussions.
-   Build technical and leadership capabilities within the team through structured training and mentoring.
-   Identify skill gaps and create training and cross-training plans.
-   Manage shift coverage and ensure adequate support capacity across global time zones.
-   Foster a culture of ownership, accountability, collaboration, and continuous improvement.
-   Identify high-potential team members and create opportunities for career progression.

### 2\. Customer & Enterprise Support

-   Own the overall technical support experience for assigned customers and customer segments.
-   Provide leadership oversight for critical and complex customer issues.
-   Partner with Customer Success and Account Management teams on strategic and enterprise accounts.
-   Participate in customer calls for critical escalations and technically complex issues.
-   Ensure customer issues are communicated clearly, proactively, and professionally.
-   Build strong relationships with technical stakeholders at strategic customers.
-   Identify recurring customer pain points and drive them toward permanent solutions.

### 3\. Technical Escalation Management

-   Act as an escalation point for complex technical issues that cannot be resolved by frontline support.
-   Drive investigation of issues involving APIs, SDKs, integrations, web technologies, authentication, data, infrastructure, and third-party systems.
-   Work closely with Engineering and Product teams to troubleshoot product defects and technical issues.
-   Ensure escalated Jira issues contain accurate technical information, reproduction steps, logs, impact, and customer context.
-   Maintain ownership until the issue is resolved and appropriately communicated to the customer.
-   Ensure SLA commitments are consistently met.

### 4\. Incident & Problem Management

-   Lead or support P0/P1 critical incidents and customer-impacting outages.
-   Coordinate incident response across Support, Engineering, Product, Infrastructure, and Customer Success.
-   Ensure timely internal and external communication during major incidents.
-   Maintain incident timelines, action items, and stakeholder communication.
-   Drive Root Cause Analysis (RCA) and post-incident reviews.
-   Track corrective and preventive actions to completion.
-   Identify recurring incidents and initiate Problem Management activities.
-   Continuously improve incident response and escalation processes.

### 5\. Support Operations & SLA Management

-   Own support operational metrics including:

-   CSAT
-   Time to First Response (TTFR)
-   Time to Resolution (TTR)
-   SLA adherence
-   Backlog
-   Escalation volume
-   Resolution efficiency
-   Customer-impacting incidents

-   Monitor team performance and identify operational trends.
-   Build dashboards and reports for leadership.
-   Conduct regular operational reviews and establish improvement plans.
-   Optimize workflows, queues, staffing, and escalation processes.
-   Ensure support processes are documented, followed, and continuously improved.

### 6\. Cross-Functional Collaboration

Work closely with:

-   Engineering — product defects, technical escalations, incident resolution.
-   Product Management — customer feedback, feature gaps, product improvements.
-   Customer Success / Account Management — enterprise customers and strategic escalations.
-   QA — reproductions, validation, and regression testing.
-   Infrastructure / DevOps — platform incidents, monitoring, performance, and reliability.
-   Professional Services / Solutions Engineering — complex implementations and integrations.

Represent the voice of the customer internally and ensure customer-impacting issues receive appropriate visibility.

### 7\. Knowledge Management & Automation

-   Drive creation and maintenance of technical documentation and Knowledge Base content.
-   Establish documentation standards for troubleshooting and known issues.
-   Identify repetitive support activities suitable for automation.
-   Encourage the use of scripts, APIs, dashboards, AI, and automation to improve support efficiency.
-   Develop troubleshooting guides, runbooks, escalation templates, and internal playbooks.
-   Promote self-service capabilities to reduce repetitive support volume.

### 8\. Capacity Planning & Support Strategy

-   Forecast support demand based on customer growth, product adoption, historical ticket volumes, and upcoming releases.
-   Develop staffing and capacity plans aligned with business growth.
-   Identify opportunities to improve support scalability without compromising customer experience.
-   Participate in hiring and workforce planning.
-   Establish support coverage models for global customers and critical accounts.
-   Partner with leadership on long-term support strategy and organizational planning.

### 9\. Product & Release Readiness

-   Partner with Product and Engineering teams during major product releases.
-   Ensure Support is adequately prepared for new features and product changes.
-   Drive release-readiness activities including:

-   Product training
-   Documentation
-   Troubleshooting guides
-   Known issues
-   Support communication
-   Escalation paths

-   Provide customer-impact feedback before and after major releases.

## Apply

[Apply at Keywords Studios](https://apply.workable.com/keywords-intl1/j/7F7965B98D/apply)

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