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Senior role at a known employer in a metro location yields moderate competition.
Technical support leadership is transferable, but SaaS and security platform experience preferred.
Explicit 10+ years support leadership, technical degree, and on-call requirements enforce strict shortlisting.
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Lead and manage the technical support team to ensure timely resolution of client issues and maintain high customer satisfaction.
Oversee support operations including case queue health, phone coverage, escalations, and process-driven performance metrics.
Drive talent management activities including hiring, onboarding, coaching, and participation in 24x7 support rotation including weekends.
10+ years of experience leading a customer support team.
BS Degree in a technical curriculum or equivalent.
Knowledge of customer relationship management and technical domains including security platforms, email protection, cloud services, and SaaS.
Location: Pune; Required to work evening and weekend shifts; participate in on-call 24x7 rotation.
Experienced in managing and developing high-performing technical support teams with strong employee retention and career growth records.
Capable of independently managing multiple priorities, driving process-oriented support functions, and handling customer escalations directly.
Comfortable working in a global, 24x7 support environment with flexible hours including weekends and evenings.