Job Description:

We are looking for an experienced and proactive Lead Technical Support professional to lead the technical support function and ensure timely resolution of customer and application-related issues.

The role will be responsible for managing technical escalations, mentoring the L1 support team, troubleshooting complex issues, and working closely with Engineering, Product, and other internal teams to ensure high-quality and timely resolution.

Key Responsibilities:

- Lead and manage day-to-day Technical Support operations and ensure timely resolution of support tickets.

- Handle L2/L3 technical escalations and troubleshoot complex application and system-related issues.

- Monitor support tickets, SLA adherence, response time, resolution time, and escalations.

- Provide technical guidance and support to L1 engineers and help the team resolve complex issues.

- Diagnose application issues using SQL, logs, system data, and other troubleshooting tools.

- Identify, reproduce, and document application bugs and coordinate with Engineering/Product teams for resolution.

- Act as the primary point of contact between Technical Support, Engineering, Product, and other stakeholders for critical issues.

- Conduct root-cause analysis (RCA) for recurring and critical issues and implement preventive measures.

- Maintain proper documentation of incidents, resolutions, known issues, and troubleshooting procedures.

- Identify recurring issues and recommend process, product, or system improvements.

- Support configuration and troubleshooting of standard IT systems, hardware, and applications where required.

- Prepare and track support-related MIS, dashboards, and performance reports.

- Train, mentor, and develop the technical support team to improve technical capability and customer service.

- Ensure professional communication with customers and internal stakeholders during critical incidents and escalations.

Required Skills & Experience:

- 58 years of experience in Technical Support, Application Support, Production Support, or a similar role.

- Strong hands-on experience with SQL and database troubleshooting.

- Strong understanding of application troubleshooting, incident management, and ticketing systems.

- Experience handling technical escalations and critical production issues.

- Good understanding of logs, APIs, application flows, and system troubleshooting.

- Strong analytical and problem-solving skills with excellent attention to detail.

- Excellent verbal and written communication skills.

- Experience in team handling, mentoring, and task allocation.

- Ability to work collaboratively with Engineering, Product, and Business teams.

- Knowledge of additional programming/scripting languages will be an added advantage.

- Familiarity with IT systems, hardware, troubleshooting practices, and support processes.

Education:

- Bachelors degree in Computer Science, Information Technology, Engineering, or a related field.