Manager-Tech Support (Gurgaon)

About Exotel

Exotel is a leading provider of AI transformation to enterprises for customer engagement and experience. With over 20 billion annual conversations across Omni channel voice agents and bots Exotel is trusted by more than 7000 clients worldwide spanning industries such as BFSI Logistics Consumer Durables E-commerce Healthcare and Education.

Customer expectations are evolving and businesses face the challenge of balancing the need for increased revenue optimized costs and exceptional customer experience (CX). Exotel steps forward as your transformative partner offering an AI-powered communication solution to address all three!

The Opportunity

As the Manager of Technical Support you will be the cornerstone of our post-sales success leading a team of engineers dedicated to resolving complex technical challenges for our enterprise customers. You will not only ensure day-to-day operational excellence but also drive strategic improvements in processes tooling and team capability. Also on how the AI can be introduced to solve the tickets faster and train the team better. Your impact will directly translate into higher customer satisfaction faster resolution times and the overall reliability of Exotels platform experience.

Responsibilities / What Youll Own

Team Leadership & Mentorship : Lead coach and mentor a team of Technical Support Engineers fostering a high-performance culture focused on customer outcomes and continuous learning.

Operational Excellence : Oversee the daily operations of the technical support function ensuring service level agreements (SLAs) and key performance indicators (KPIs) are consistently met and exceeded.

Incident & Escalation Management : Serve as the point of escalation for critical and complex technical issues coordinating with Engineering and Product teams to ensure swift resolution and effective communication with the customer.

Process Improvement : Identify bottlenecks and drive initiatives to improve support processes documentation self-service tools and quality assurance mechanisms for higher efficiency and lower friction.

Knowledge Management : Champion the creation and maintenance of a robust knowledge base ensuring technical documentation and runbooks are accurate accessible and up-to-date.

Customer Advocacy : Act as the voice of the customer within Exotel providing critical feedback to Product and Engineering on recurring issues and platform stability trends to influence future development.

Work closely with senior management professional services and other engineering teams to determine strategy & priorities and to ensure the team is meeting the business needs.

Managing team functions viz. manpower planning recruitment & selection induction performance appraisal training etc.

What You Bring / Required Skills & Experience

10 years of proven experience in a technical support customer success or equivalent role within a fast-paced technology company (ideally SaaS CCaaS or Telecom).

Demonstrated experience leading and managing a technical team including performance management and professional development.

Strong technical acumen in areas like APIs networking Linux / Unix databases and troubleshooting complex application issues.

Exceptional problem-solving skills and the ability to manage high-pressure situations critical incidents and multiple priorities simultaneously.

Excellent communication skills both written and verbal capable of articulating complex technical details to both technical and non-technical audiences.

A mindset geared towards continuous improvement and a relentless focus on the customer experience.

Strong analytical and problem solving skills.

Experience in managing remote employees working across locations

Ability to adapt to frequently changing goals and requirements and to react quickly to address product or team concerns.

Required Experience :

Manager

Key Skills

Computer Hardware,Inventory Control,Developmental Disabilities Experience,Management Experience,Mobile Devices,Remote Access Software,Team Management,Operating Systems,Supervising Experience,Technical Support,Phone Etiquette,Application Support

Employment Type : Full-Time

Experience : years

Vacancy : 1