Technical Support Lead

Key Responsibilities at this Role

• **Manage** on\-site and off\-site support activities effectively.
• **Drive** process optimization by designing support SOPs.
• **Enhance** support outcomes via performance tracking dashboards.
• **Lead** and mentor support teams for high morale.
• **Establish** conflict resolution strategies within teams.
• **Monitor** site KPIs for continuous improvement.
• **Conduct** root cause analysis for high\-impact issues.

The Expertise RequiredMust\-Haves for this Role

• **7–10 years** experience in technical support, site operations, or service delivery.
• **3–5 years** in a technical leadership/people management role.
• Hands\-on **L3/L4 escalation, troubleshooting, and RCA** experience.
• Experience managing **site operations or large\-scale technical deployments**.
• Experience in **automation, robotics, manufacturing, or industrial technology**.

Job Type: Full\-time

Pay: ₹100,000\.00 \- ₹175,000\.00 per month

Application Question(s)

• How many years of total work experience do you have in technical support, site operations, or service delivery?
• How many years of experience do you have in technical leadership or people management?
• Have you managed both on\-site and off\-site technical support teams? If yes, please specify the team size and scope of responsibilities.
• Do you have hands\-on experience handling L3/L4 technical escalations, advanced troubleshooting, and root cause analysis (RCA)?
• Have you managed site operations or large\-scale technical deployments in robotics, automation, manufacturing, or industrial technology environments?
• Have you developed and implemented support SOPs, escalation matrices, and incident management processes?
• Have you created or managed performance dashboards to track site KPIs, SLA compliance, MTTR, incident resolution, and team productivity?
• Have you led root cause analysis for high\-impact technical issues and implemented corrective and preventive actions?
• Have you managed team conflicts, mentored support engineers, and driven continuous improvement in team performance?

Location

• Pune, Maharashtra (Required)

Work Location: In person