Manager of Technical Support @ Critical Start

We are seeking a Manager of Technical Support to join the Critical Start Technologies Private Ltd. team, operating under the Critical Start umbrella, for our India operations. The Manager of Technical Support will be responsible for leading and overseeing the technical support team, ensuring high-quality customer service, efficient problem resolution, and maintaining exceptional levels of customer satisfaction. Please note, this role will require working during IST night shifts (5:30pm - 2:30am IST).

• Lead, supervise, and develop a diverse team of technical support professionals.
• Design and implement inclusive support strategies, policies, and procedures.
• Monitor and enhance team performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Establish and maintain performance standards and training programs to support professional growth.
• Conduct regular performance reviews and provide constructive, actionable feedback.
• Collaborate with cross-functional teams to address and resolve complex technical challenges.
• Analyze support trends and propose systemic improvements to enhance products or services.
• Escalate critical issues to the appropriate departments and ensure prompt resolution.
• Manage support resources effectively, optimizing team utilization and productivity.
• Oversee the implementation and maintenance of customer support tools and technologies.
• Ensure comprehensive documentation of support processes and maintain up-to-date knowledge bases.

Required Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 10+ years of experience in technical support.
• 5+ years of experience in management or team leadership roles.
• Ability to work IST night shift (5:30pm - 2:30am IST) .
• Strong knowledge of technical support best practices.
• Excellent communication and interpersonal skills, with the ability to work effectively across global diverse teams.
• Demonstrated ability to lead, motivate, and inspire teams to achieve goals.
• Advanced problem-solving and analytical skills, with a focus on delivering practical solutions.
• Proficiency in using customer support software and ticketing systems.
• Strong understanding of incident response and threat mitigation strategies.
• Previous experience in customer-facing technical roles, demonstrating strong communication and problem-solving skills.
• Proven experience in managing security-related support escalations effectively.
• Knowledge of multiple support channels, including phone, email, chat, and self-service platforms.
• Demonstrates curiosity and a growth mindset, proactively exploring new tools, technologies, and industry trends with a strong desire to learn and adapt.
• Possesses hands-on experience in technical support with a proactive, roll-up-your-sleeves approach to troubleshooting and problem-solving in dynamic environments.

Desired Qualifications:

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. Howe'ver, we believe in not taking ourselves too seriously.

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking.

What does our Compensation and Benefits package entail?

• Competitive salary with bonus potential
• Flexible PTO (Paid Time Off) policy
• Depending on the role, you may work in the office, remotely, or adopt a hybrid work model.
• And a new Tesla... just kidding! Kudos for making it to the end.

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Mental and Physical Requirements

Its important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.

Physical:

• Stationary position for extended periods of time.
• Constantly operate a computer.
• Occasionally you may be required to move equipment or other items up to 20 lbs.
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

Mental:

• Must be able to apply established protocols in a timely manner.
• Make timely decisions in the context of workflow.
• Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.
• Ability to work effectively and efficiently in high stress situations.
• Ability to simultaneously address multiple complex problems.