Support Manager
- Signzy
- 5 - 7 years
- Bengaluru
- 3 months ago
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Job Description
- The successful candidate will be experienced in leading and developing a support team within a product support environment
- This position will oversee the team s active case workload and provide guidance where required with a focus on a high-quality world-class customer experience.
- Oversees top-tier customer critical account technical support situations to ensure all elements of technical support are progressing to issue resolution.
- Initiates and facilitates the discussion with customers and respective resolution stakeholders during critical issues. Ensures timely, professional, and effective communication with the customer and internal groups from both the technical and management perspectives
- Assists with the maintenance of and compliance with department policies and procedures
- Identifies team and individual training needs and assist in driving the delivery of these training initiatives
- Mentors and coaches Technical Support Engineers, soft skills, case management, technical skills, etc.
- 5-7 years of Experience in Production Support. Preferably in the BFSI domain.
- Experience in leading L1 & L2 support resources
- Must have JIRA Ticket Management experience, Fresh Chat Software experience or similar
- Strong negotiation and difficult conversation skills for leading critical discussions and setting customer expectations
- Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA)
- Proficiency in Ubuntu/Linux environments (basic-level).
- Familiarity with Node.js, Python, and Shell scripting (basic-level).
- Exposure to AWS and Azure (basic-level).
- Exposure to SQL and dashboarding tools.
- Hands-on experience with API stack and troubleshooting.
- Proficiency in tools like Grafana (or similar) for monitoring and visualization.
- Expertise in Postman and similar API testing tools.
- Strong log analysis capabilities to debug and resolve technical issues.
- Experience in prompt engineering and working with large language models (LLMs)
- Startup experience is a plus
- Certifications in AWS, Azure, or any relevant cloud platforms.
- Hands-on experience in implementing automation tools or frameworks.
Job Classification
Industry: Software ProductFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Operations ManagementEmployement Type: Full timeContact Details:
Company: SignzyLocation(s): Bengaluru
Keyskills: RCA Production support Testing tools Shell scripting Issue resolution Troubleshooting Technical support Product support Monitoring SQL
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Signzy
Signzy is a market-leading platform that is redefining the speed, accuracy, and experience of how financial institutions are onboarding customers and businesses - using the digital medium. The companys award-winning no-code GO platform delivers seamless, end-to-end, and multi-channel onboarding jour...
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