No longer accepting applications
Lead IT Support Engineer
Chargebeegandhinagar, gujarat, in3 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 Engineer • gandhinagar, gujarat, in
Related jobs
- Promoted
IT Operations Lead
aecc - digital innovation hubGandhinagar, 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: 15 days ago
- Promoted
- New!
Technical Support Engineer
SimformAhmedabad, Gujarat, India We are seeking a Support Engineer to join our logistics technology team.The Support Engineer will be responsible for monitoring, investigating, and resolving customer-reported issues received throu...Show moreLast updated: 19 hours ago
- Promoted
- New!
Technical Support Engineer (MS Stack Focus)
Innovun Globalahmedabad, gujarat, in At Innovun Global, we ignite digital transformation through bespoke technology, marketing, and AI-driven solutions tailored for ambitious businesses.
By blending bold thinking, advanced tech, and st...Show moreLast updated: 9 hours ago
- Promoted
Technical Support Engineer
Mech-Mind RoboticsAhmedabad, IN Support the sales strategies and customer interaction of the outside sales team.Develop and implement processes between sales and solutions engineering.
Coordinate and participate in technical demon...Show moreLast updated: 4 days ago
- Promoted
Senior Director of IT operations
FoundeverGandhinagar, 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: 4 days ago
- Promoted
Yardi IT Helpdesk Support (Tier 1–3)
Relay Human Cloud IndiaAhmedabad, Gujarat, India Relay Human Cloud is a young & dynamic company that helps some of the top US-based companies to expand their team internationally.
Relay is a truly global company having its operations in US, India,...Show moreLast updated: 4 days ago
- Promoted
Technical Support Engineer
AtlassianGandhinagar, IN Atlassians can choose where they work – whether in an office, from home, or a combination of the two.That way, Atlassians have more control over supporting their family, personal goals, and other p...Show moreLast updated: 2 days ago
- Promoted
Technical Lead
ThumoGandhinagar, IN Founding Engineer @ Thumo (Africa’s first super-app).We’re building Africa’s super-app, starting with food delivery.M funding round led by Soma Capital with top Silicon Valley angels, we’re hiring ...Show moreLast updated: 30+ days ago
- Promoted
IT Senior Engineer
KPG99 INCGandhinagar, 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: 17 days ago
- Promoted
VOIP Support Engineer
clientGandhinagar, IN Experienced in VOIP technical support role with any of these technologies - Asterisk, Freeswitch, Kamailio & OpenSIPS.Good troubleshooting experience with SIP Call Flow in live environment.Must be ...Show moreLast updated: 30+ days ago
- Promoted
Group Services - IT Support Lead
Adani Enterprises LimitedAhmedabad, Gujarat, India The IT End User Support Team Leader will be responsible for leading the End User Support team in delivering high-quality technical support to employees across the organization.This role ensures tha...Show moreLast updated: 23 days ago
- Promoted
Technical Lead
CareerUS SolutionsGandhinagar, IN The Technical Lead is responsible for.Collaborate with product managers, architects, and QA teams to ensure timely and high-quality delivery.
Required Skills & Qualifications : .Bachelor’s or Master’s...Show moreLast updated: 3 days ago
- Promoted
Lead Sustenance Engineer - Storage
DDNGandhinagar, IN This is an incredible opportunity to be part of a company that has been at the forefront of AI and high-performance data storage innovation for over two decades.
DataDirect Networks (DDN) is a globa...Show moreLast updated: 30+ days ago
- Promoted
Enterprise Engineer
Estarta SolutionsGandhinagar, IN The role focuses on designing, implementing, and optimizing large-scale enterprise network infrastructures that enable secure, high-performing, and resilient business operations.As a key technical ...Show moreLast updated: 4 days ago
- Promoted
Senior Customer Support Engineer
StitchFinGandhinagar, 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: 4 days ago
- Promoted
Support Engineer
AideWiser SolTekAhmedabad, IN The L3 Support Engineer provides expert-level technical assistance and resolves complex issues for clients.Working closely with customers, internal teams, and development engineers, you will ensure...Show moreLast updated: 2 days ago
- Promoted
Technical Support Engineer
Alvaria CXGandhinagar, 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
Application Support Engineer
Sycamore Informatics Inc.Ahmedabad, 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