Manager- Technical Support

Karomi Technology · Chennai

Source and collection record

Last observed by our collector: 8 October 2026 at 11:37 pm IST. This is not a manual review or a confirmation from the employer.

Employer requisition: 68103000005058010

Job type and experience labels are automated discovery categories. The employer determines eligibility. Original experience wording was not retained separately; check the current employer page.

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Collected role description

Lead and mentor a team of Customer Support Engineers, fostering a culture of accountability, collaboration, and continuous improvement. Own the end-to-end support operations, ensuring timely resolution of customer tickets while consistently meeting SLA commitments. Monitor ticket queues, prioritise critical issues, and ensure efficient workload distribution across the team. Act as the primary escalation point for complex customer issues and drive them to successful resolution with empathy and professionalism. Collaborate with Product, Engineering, QA, and Operations teams to resolve product issues and improve overall customer experience. Conduct regular reviews of support metrics, SLA performance, ticket trends, and customer feedback to identify improvement opportunities. Analyse recurring issues and work with internal stakeholders to implement preventive measures and process improvements. Develop and maintain support documentation, knowledge base articles, FAQs, and standard operating procedures. Support product releases by validating fixes, coordinating customer communication, and ensuring smooth rollout of updates. Drive continuous improvement initiatives to enhance support processes, operational efficiency, and customer satisfaction. Train, coach, and develop team members through regular feedback, performance reviews, and skill development initiatives. Prepare and present support performance reports, customer insights, and operational metrics to leadership.