Role Overview
The Tech Support Team Lead will be responsible for driving smooth operations of the Tech Support function by managing escalations, shift coverage, and ticket resolution. This role requires strong technical expertise, customer empathy, and leadership skills to guide the team, ensure SLA adherence, handle incident management, and collaborate closely with Product and Engineering for root cause analysis and continuous improvement
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Role & Responsibilities
- Lead the Tech Support team by managing ticket queues, escalations, and shift schedules for smooth operations.
- Debug complex technical issues and guide engineers on reproducing, analysing, and resolving them.
- Mentor and upskill the team on debugging techniques, new product releases, and support best practices
- Ensure SLA adherence by tracking key performance metrics (SLA, backlog, escalations, resolution times).
- Act as the first escalation point for the team, ensuring clear customer communication and effective coordination with L3/Engineering.
- Drive incident management during major issues, including timely updates, cross-team coordination, and RCA closure.
- Maintain and evolve the team knowledge base and SOPs to promote consistency and faster resolution.
- Build deep product knowledge of Exotel's tech stack, features, and releases to support complex issue analysis.
- Identify recurring issues by correlating bugs, events, and feature behaviour with customer-reported problems; collaborate with Product/Engineering to close gaps.
- Champion process improvements, automation, and tooling to boost efficiency and reduce repetitive work.
- Foster a culture of technical depth, ownership, and customer empathy within the team.
Must-Have Skills
- Engineering / BSc / equivalent degree with 69 years of relevant experieence.
- Experience in a SaaS-based company (cloud telephony, communications, or related domains preferred).
- Experience in leading or technically guiding support teams, including handling escalations and coverage planning.
- Strong expertise in Linux CLI, networking, and distributed systems troubleshooting.
- Hands-on experience with datastores such as MySQL, Elasticsearch, Redis, or MongoDB.
- Proficiency in at least one programming language (Go, Python, orPHP).
- Good understanding of microservices architecture and REST APIs.
- Strong communication skills, with the ability to manage stakeholders and maintain a customer-first approach.
- Experience with monitoring/observability tools (Grafana, Kibana, Prometheus, etc.).
Good-to-Have Skills
Knowledge of SIP / VOIP / WebRTC.
