Senior IT Support SpecialistChargebee • Bengaluru, Republic Of India, IN
Senior IT Support Specialist
Chargebee • Bengaluru, Republic Of India, IN
7 days ago
Job descriptionBuild and implement IT Support automations using AI and workflow tools to reduce manual effort and improve resolution times. Continuously identify opportunities to streamline support processes through automation. Actively assist IT Support Engineers in troubleshooting complex issues, providing hands-on guidance and resolution support across macOS, Windows, browsers, peripherals, Wi-Fi access, and common SaaS sign-in / SSO problems. Serve as a go-to technical resource for the team, ensuring that support agents have the necessary expertise and direction to resolve end-user issues effectively. Mentor and develop IT Support Engineers through coaching, shadowing, ticket reviews, runbook creation, and structured training programs. Define on-call / rotation coverage across time zones to ensure support continuity. Build and maintain internal knowledge bases and user-facing documentation, promoting self-service and standard templates for faster resolution. Create, update, and maintain runbooks to ensure consistency and reliability in support processes. Develop and deliver a comprehensive training program for new joiners in the IT Support team. Own and track metrics including CSAT, SLA attainment, first-contact resolution, and ticket volumes. Implement dashboards for real-time and periodic reporting to leadership. AI‑first, automation‑driven, detail‑oriented, and passionate about delivering a secure yet delightful employee experience. Curious mindset with a passion for continuous learning and sharing knowledge within the team. 5+ years of IT support experience, including 1–2+ years leading a helpdesk / service desk or regional support function in a SaaS company. Strong experience supporting Google Workspace, Okta, Slack, Jamf or equivalent MDM solutions. Strong knowledge of ITSM processes such as problem management / RCA and change management, with hands-on experience in a modern ITSM tool (e.G., Freshservice). Proven expertise in runbook creation, maintenance, and documentation to ensure consistent and reliable support practices. Hands-on experience with the Freshservice ticketing system will be considered a strong advantage. Experience in building and maintaining IT Support automations using AI and workflow automation platforms (e.G., Zapier, n8n, or equivalent). Demonstrated people leadership skills, including coaching, conflict resolution, workload planning, interviewing, and stakeholder management. Excellent communication skills : crisp Slack / async updates, user-friendly documentation, and clear incident communications. Strong written, verbal, and listening skills with the ability to articulate effectively.
Role Overview
The Lead IT Support Engineer will be responsible for overseeing IT Support operations for Chargebee globally. This role requires both hands-on technical expertise and leadership skills to actively support IT Support Engineers in troubleshooting and resolving complex issues, guide the team effectively, ensure high-quality end-user support, and continuously improve IT service delivery processes.
Key Responsibilities
1. Service Desk Management
- Lead and manage service desk operations : triage and prioritize tickets, manage SLAs, oversee L2 / L3 escalations, and ensure high-quality resolution.
- Create and maintain a monthly IT shift roster to ensure adequate coverage.
2. Automation & Innovation
3. End-User Support & Guidance
4. Team Leadership & Mentoring
5. Knowledge, Runbooks & Training
6. Metrics & Reporting
Required Skills & Experience
Mindset
Experience
Technical Skills
Leadership & Communication
Create a job alert for this search
It Support Specialist • Bengaluru, Republic Of India, IN
Related jobs
Tier 1 IT Support Specialist
Deluxe • Bengaluru, Republic Of India, IN
As the world’s leading multidisciplinary service provider, Deluxe underpins the media and entertainment industry, servicing content creators and distributors including Netflix, WarnerMedia, The Wal...Show more
Last updated: 30+ days ago • Promoted
Senior IT Release Specialist
Palo Alto Networks • Bengaluru, Republic Of India, IN
At Palo Alto Networks® everything starts and ends with our mission : .Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and m...Show more
Last updated: 20 days ago • Promoted
IT Support Services Manager
Relevance Lab • Bengaluru, Republic Of India, IN
The Service Desk Lead for the Carne Project will be responsible for overseeing the daily operations of the service desk, ensuring that IT support services are delivered efficiently and effectively....Show more
Last updated: 10 days ago • Promoted
IT Support Specialist
Concentrix • Bengaluru, Republic Of India, IN
Greetings From Ignites Human capital Services.Graduate / undergradaute with minimum of 1year of exeperience into Technical support.Show more
Last updated: 14 days ago • Promoted
Senior IT Systems Specialist
Recro • Bengaluru, Republic Of India, IN
Job Title : Senior IT Systems Engineer.Experience Required : Minimum 7+ years.Bachelor’s degree in a related field and / or relevant certifications (preferred).
We are looking for a Senior IT Systems En...Show more
Last updated: 4 days ago • Promoted
IT Support Specialist
Check Point Software • Bengaluru, Republic Of India, IN
Check Point is seeking a self-motivated, adaptable, and quick-learning Application Help Desk Administrator to provide internal front-facing support for the company employees and related IT services...Show more
Last updated: 30+ days ago • Promoted
IT Support Team Lead
Chargebee • Bengaluru, Republic Of India, IN
The Lead IT Support Engineer will be responsible for overseeing IT Support operations for Chargebee globally.This role requires both hands-on technical expertise and leadership skills to actively s...Show more
Last updated: 7 days ago • Promoted
Senior Systems Support Engineer
IT Skylight • Bengaluru, Republic Of India, IN
This role requires a highly skilled professional with strong Office 365, Azure, Windows Server, and desktop support expertise, along with the flexibility to work a.
Please apply ONLY if you meet all...Show more
Last updated: 12 days ago • Promoted
Senior IT Support Specialist
IT Skylight • Bengaluru, Republic Of India, IN
This role requires a highly skilled professional with strong Office 365, Azure, Windows Server, and desktop support expertise, along with the flexibility to work a.
Please apply ONLY if you meet all...Show more
Last updated: 12 days ago • Promoted
Senior IT Solutions Engineer
IT Skylight • Bengaluru, Republic Of India, IN
This role requires a highly skilled professional with strong Office 365, Azure, Windows Server, and desktop support expertise, along with the flexibility to work a.
Please apply ONLY if you meet all...Show more
Last updated: 12 days ago • Promoted
IT Systems Support Specialist
Tata Consultancy Services • Bengaluru, Republic Of India, IN
Wintel Server Administration Platform and Server Virtualization Installation, Configuration and troubleshooting of Windows Physical & Virtual Servers.
Builds & Configuration Root Cause analysis and ...Show more
Last updated: 21 days ago • Promoted
APAC IT Support Lead
Check Point Software • Bengaluru, Republic Of India, IN
We are looking for a passionate and experienced Help Desk Team Lead to join our global IT team! If you have a strong background in end-user support, leadership skills, and a drive to improve servic...Show more
Last updated: 9 days ago • Promoted
IT Support and Service Specialist
Concentrix • Bengaluru, Republic Of India, IN
Looking for an immediate joiner.Provide L 2 level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utili...Show more
Last updated: 13 days ago • Promoted
IT Specialist
GameChange Solar • Bangalore Urban, Karnataka, India
Serve as the sole onsite IT support resource in the Bangalore office, handling hardware, software, networking, and end-user support needs.
Provide remote IT support for international teams across mu...Show more
Last updated: 22 days ago • Promoted
IT Support Specialist
Paychex • Bengaluru, Republic Of India, IN
NASDAQ : PAYX) is a leading provider of integrated human capital management.Industry expertise since 1971 (53 Years).Largest HR company for small to medium-sized businesses.Product development compa...Show more
Last updated: 18 days ago • Promoted
IT Support Specialist
Tata Consultancy Services • Bengaluru, Republic Of India, IN
Locations : Chennai, Bangalore, Hyderabad, Mumbai, Indore.Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat.Willing to wor...Show more
Last updated: 30+ days ago • Promoted
IT Support Professional
ALTEN India • Bengaluru, Republic Of India, IN
Act as the first point of contact for all IT-related queries and issues via phone, email, chat, and ticketing system.Provide remote support for business-critical applications, including troubleshoo...Show more
Last updated: 24 days ago • Promoted
IT Support Specialist
Infosys BPM • Bengaluru, Republic Of India, IN
Walk-In Drive @ Infosys BPM Launch Your Career in Technical Support!.P-41 / P, Building # : 68, Gate # : 2 electronic City phase 2, Industrial Area, Konappana Agrahara, Bangalore – 560100.Landmark : ...Show more
Last updated: 30+ days ago • Promoted