Manager, Technical Support Engineering,Technical Support
- SAS Research
- 3 - 7 years
- Pune
- 30 days ago
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Job Description
We are seeking an experienced and proactive Technical Support Manager to lead a team of support engineers responsible for delivering high-quality technical assistance to customers. The ideal candidate will oversee daily operations, ensure timely resolution of issues, and foster a culture of continuous improvement and learning. This role requires strong leadership, excellent problem-solving abilities, and a passion for delivering exceptional customer support.
- Manage, mentor, and develop a team of technical support engineers.
- Ensure smooth daily operations, including case triage, phone support, and ticket management.
- Act as an escalation point for complex or high-priority technical issues.
- Collaborate with cross-functional and global teams to drive alignment and service consistency.
- Monitor team performance through dashboards, KPIs, and service-level metrics.
- Identify trends and communicate insights to improve customer experience.
- Lead recruitment, onboarding, and training efforts for the support team.
- Participate in support strategy, planning, and process improvements.
- Stay current with SAS technologies, third-party tools, and industry trends.
- Ensure compliance with internal policies and customer expectations.
- Contribute to product lifecycle feedback based on customer interactions.
- 5+ years of experience in technical support or a related field, including 2 years leading a frontline support team.
- Bachelor s degree in Computer Science, Engineering, or related discipline.
- Proven experience managing enterprise software support teams.
- Strong knowledge of ticketing systems (e.g., ServiceNow) and support tools.
- Excellent communication, interpersonal, and decision-making skills.
- Ability to manage priorities in a fast-paced, multitasking environment.
- Experience with SAS software is a strong advantage.
- Strong customer service orientation and ability to advocate for clients.
- Demonstrated ability to lead team development and growth initiatives.
Job Classification
Industry: Analytics / KPO / ResearchFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: SAS ResearchLocation(s): Pune
Keyskills: Computer science Service level Team leading Customer service orientation SAS Team development Customer support Continuous improvement Enterprise software Technical support
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SAS Research
SAS is the leader in business analytics software and services, and the largest independent vendor in the business intelligence market. Through innovative solutions, SAS helps customers at more than 70, 000 sites improve performance and deliver value by making better decisions faster.
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