No longer accepting applications
Lead It Support Engineer
ChargebeeKozhikode, Republic Of India, IN1 day 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 Engineer • Kozhikode, Republic Of India, IN
Related jobs
As a Platform Management Manager you provide leadership to multiple teams who maintain and support a wide range of software applications for Workforce Management.
You oversee and optimize these proc...Show moreLast updated: 16 days ago
As a Platform Management Manager you provide leadership to multiple teams who maintain and support a wide range of software applications for Workforce Management.
You oversee and optimize these proc...Show moreLast updated: 21 days ago
- Promoted
IT Senior Engineer
KPG99 INCKozhikode, IN Support the migration of applications to AWS (cloud migration currently underway).Must have strong hands-on experience with AWS,.
NET, and cloud-based architectures.Full stack capability required, i...Show moreLast updated: 15 days ago
- Promoted
Technical Support Engineer
Alvaria CXKozhikode, IN From the merger of two leaders in the.ASPECT Software and Noble Systems, comes.A new global force delivering leading edge.
We blend the agility of a start-up mentality with the stability of an estab...Show moreLast updated: 30+ days ago
- Promoted
Tier 1 Technical Support Engineer
Trantormalappuram, kerala, in Rotational 8 hours shift (5 days a week).As a Tier 1 Technical Support Engineer for the project platform, you will be the first point of contact for technical issues experienced by users.You will b...Show moreLast updated: 22 days ago
- Promoted
Lead - Cloud Reliability Engineer
Searce Inckozhikode, kerala, in The ‘process-first’ AI-native modern tech consultancy that's rewriting the rules.As an engineering-led consultancy, we are dedicated to relentlessly improving the real business outcomes.Our solvers...Show moreLast updated: 30+ days ago
- Promoted
It Plant Head
Maxis Clinical SciencesMalappuram, Republic Of India, IN Plant IT Head (Leading Pharma MNC).Formulations & API Manufacturing Plant.This Job Role will be a part of Plant IT and Responsible for Heading the overall IT Infra, Applications & Systems for the P...Show moreLast updated: 16 days ago
- Promoted
Senior Customer Support Engineer
StitchFinKozhikode, IN StitchFin is an innovative startup revolutionizing the healthcare space by building cutting-edge AI solutions.We’re building next-generation healthcare automation powered by AI.Our platform helps h...Show moreLast updated: 2 days ago
- Promoted
IT Specialist – EDI & Cybersecurity
MaadhoMalappuram, IN IT Specialist – EDI Integrations & Cybersecurity (Remote).Remote | Full-Time | Global Applicants Welcome.This role is ideal for someone who enjoys working across systems, ensuring seamless data exc...Show moreLast updated: 1 day ago
- Promoted
Manager It Application Support - Wfm Platform Management & Automation - Remote Role - Night Shifts
TELUS DigitalMalappuram, Republic Of India, INRemote
- Promoted
IT Plant Head
Maxis Clinical SciencesKozhikode, IN Plant IT Head (Leading Pharma MNC).Formulations & API Manufacturing Plant.This Job Role will be a part of Plant IT and Responsible for Heading the overall IT Infra, Applications & Systems for the P...Show moreLast updated: 30+ days ago
- Promoted
Manager IT Application Support - WFM Platform Management & Automation - REMOTE Role - Night Shifts
TELUS Digitalkozhikode, kerala, inRemote
- Promoted
Senior Director of IT operations
FoundeverKozhikode, IN The Senior Director of IT Operations is a passionate and detailed customer-centric leader responsible for overseeing the day-to-day operations of the IT environment, ensuring operational and execut...Show moreLast updated: 2 days ago
- Promoted
Application Support Engineer
Sycamore Informatics Inc.Kozhikode, IN Designation - Application Support Engineer.Technical - Strong command of SQL, Unix / Linux and Windows environments and ITIL processes.
Demonstrated excellent verbal and written communication skills.A...Show moreLast updated: 30+ days ago
- Promoted
Technical Architect Team Lead
QNOPY Inc.malappuram, kerala, in We are seeking an experienced Technical Team Lead with a strong background in delivering SaaS products to lead our engineering team.
The ideal candidate has 7+ years of hands-on experience in softwa...Show moreLast updated: 10 days ago
- Promoted
It Operations Lead
aecc - digital innovation hubMalappuram, Republic Of India, IN The IT Head will lead the organisation’s IT operations, ensuring seamless technology support, reliable infrastructure, and efficient vendor management.
This role is responsible for driving operation...Show moreLast updated: 12 days ago
- Promoted
It Senior Engineer
KPG99 INCKozhikode, Republic Of India, IN Support the migration of applications to AWS (cloud migration currently underway).Must have strong hands-on experience with AWS,.
NET, and cloud-based architectures.Full stack capability required, i...Show moreLast updated: 14 days ago
- Promoted
Lead Solutions Architect
CapgeminiMalappuram, Kerala, India Your Role Lead solutioning from deal qualification to contract signature Develop end-to-end solutions (Transformation, Transition, Run) Manage internal stakeholders and ensure visibility of solutio...Show moreLast updated: 30+ days ago
- Promoted
IT Operations Lead
aecc - digital innovation hubMalappuram, IN The IT Head will lead the organisation’s IT operations, ensuring seamless technology support, reliable infrastructure, and efficient vendor management.
This role is responsible for driving operation...Show moreLast updated: 13 days ago
- Promoted
L1 Support Engineer
SaasAntmalappuram, kerala, in The L1 - Support Engineer is responsible for providing high-quality technical support for the Saasant platform to customers, developers and prospects across the World through email, phone interacti...Show moreLast updated: 23 days ago