Technical Support Lead

Role: Technical Support Lead (Client Onboarding & L1/L2 Operations)

Location: Vadodara (HQ)Experience: 812 yearsReporting to: Head Customer Success / Operations

Role Objective

Own end-to-end client onboarding, L1/L2 support operations, and platform stability for all live deployments.

Ensure:

• Fast onboarding time-to-go-live minimized
• High system uptime and response SLAs
• Strong customer confidence through structured, accountable support

Key Responsibilities

1. Client Onboarding & Go-Live Ownership

• Drive onboarding of new enterprise clients (BFSI, Aviation, etc.)
• Translate solution scope into:
• Configurations
• Workflows / journeys
• Integration checkpoints (APIs, CRM, messaging infra)
• Own:
• UAT cycles
• Go-live readiness checklist
• Production rollout
• Reduce onboarding cycle time with reusable playbooks

2. L1 / L2 Support Operations

• Set up and lead 24x7 L1/L2 support structure
• Define and enforce:
• SLAs (response, resolution)
• Escalation matrices
• Ticket prioritization (P1P4)
• Own tools like Zoho Desk or equivalent:
• Ticket hygiene
• Categorization
• Root cause tagging
• Ensure:
• High first response rate
• Strong closure timelines
• Zero ticket leakage

3. Incident & Problem Management

• Lead handling of:
• Production incidents
• Customer escalations
• Drive:
• RCA documentation (clear, factual, time-bound)
• Preventive actions
• Coordinate with:
• Engineering
• Product
• Infra teams
• Maintain incident logs and trend analysis

4. Customer Interaction & Confidence

• Act as primary operational interface for key clients
• Run:
• Weekly operational reviews
• Support performance reports
• Ensure communication is:
• Clear
• Structured
• Solution-oriented (not defensive)

5. Platform & Process Improvement

• Identify recurring issues push fixes into product roadmap
• Build:
• SOPs
• Runbooks
• Knowledge base
• Improve:
• Automation in support workflows
• Monitoring & alerting systems

6. Team Building & Leadership

• Build and manage:
• L1 support team (execution layer)
• L2 support engineers (problem solvers)
• Define:
• Shift structures
• Training programs
• Performance metrics
• Instill ownership mindset (not ticket forwarding)

Key Metrics (What Success Looks Like)

• Onboarding TAT (target reduction %)
• SLA adherence (>95%)
• First response time (minutes, not hours)
• Incident recurrence rate
• Customer escalation count
• CSAT / client confidence score

Required SkillsTechnical

• APIs, webhooks, integrations (REST-based systems)
• Basic understanding of:
• Cloud infra (AWS/Azure)
• Databases (MySQL / MongoDB)
• Messaging platforms (WhatsApp, SMS gateways)
• Log analysis and debugging mindset

Operational

• Strong experience in:
• Incident management
• Production support
• Customer onboarding
• Familiar with ticketing tools (Zoho Desk / Zendesk / Freshdesk)

Behavioral

• High ownership: closes loops, doesn't escalate blindly
• Structured thinking under pressure
• Clear communicator (written + verbal)
• Comfortable with demanding enterprise clients

Ideal Background

• SaaS / CPaaS / Telecom / BFSI tech platforms
• Experience in:
• Customer-facing tech roles
• Implementation + support hybrid roles
• Has handled enterprise clients with live traffic systems

What This Role Is NOT

• Not a passive ticket manager
• Not a pure support desk
• Not a coordination role

This is:

An execution owner responsible for onboarding success + production stability